Customer Success Manager, Circle
Circle Plus
$120k
OTE
$100k
BASE
+ Equity
More information about location
Community platform for creators & brands
Be an early applicant
Community platform for creators & brands
101-200 employees
Be an early applicant
$120k
OTE
$100k
BASE
+ Equity
More information about location
101-200 employees
Company mission
To help organizations bring together engaging discussions, members, live streams, chat, events, and memberships — all in one place, all under their own brand.
Role
Who you are
- Strong alignment with our values. Find our values on our career page if you haven’t read up on them yet
- You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5
- You either have 3+ years working directly with creators or a company in a community management role, or you have 4+ years of experience in SaaS customer success working with SMB customers to drive product adoptions, expansion, and retention
- You have experience serving customers and navigating the complexity of tight timelines, complex processes and managing relationships with multiple stakeholders both internally and externally
- You are comfortable learning and understanding business models across various industries/segments. You will often be driving the conversation to help your customers define what success means for their community
- You have a growth mindset and are willing to share and receive feedback in a constructive, respectful and empathetic manner. We care deeply about getting better as individuals and as a team every day
- You're driven & process-oriented. You’re able to effectively balance competing priorities and make decisions that best support the customer, the team, and Circle
- You’re able and comfortable with needing to efficiently switch contexts from responding to customer emails, to leading a product training, to running a quarterly community review, to meeting with the Product team about an upcoming feature
- You are a team player with a high level of integrity and desire to assist your team. When you find processes that work, you will document them through playbooks, teach others and champion wider adoption
- You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability
- You’re resourceful. You may not have all the answers, but you know how to find them
- You're a self-motivated, proactive team player. You bias towards action and work effectively in a highly ambiguous, ever-changing environment. You’re able to hone in on granular details and also take a step back to understand the larger strategy and philosophy of how and why decisions are made
- You have experience leveraging product usage data in your approach to engaging, expanding, and prioritizing your accounts
Desirable
- Familiarity and proficiency with HubSpot, Zapier, Notion, Canva, Google Suite
- Have experience serving and working with successful Creators
- Are familiar with the Circle Product
What the job involves
- We’re growing our Circle Plus Customer Success team and are looking for an experienced Customer Success Manager to join the team. Our Circle Plus customer segment is growing incredibly quickly. This segment of customers purchase our highest-tiered plans, which include the capability to offer a a fully branded mobile app alongside their web-based community.
- Alongside their software subscription we pair all customers up with a Customer Success Manager who is their strategic partner to help guide and support them through community strategy, implementation, app launch and ongoing consultation. As their primary point of contact and trusted partner, you’ll have responsibility of serving them through their entire lifecycle from onboarding through their renewal
- You’ll be passionate about building relationships, helping our clients succeed in building an engaging community, and establishing yourself as a trusted advisor along their journey. Over the course of your first year, you’ll ramp to serving 75-100 customers
- You will be responsible for onboarding 6-10 new customers per month, which typically entails delivering strategy and implementation guidance over a series of six or so meetings in their first 90 days as a customer. Following their successful launch, you’ll move to monthly strategy sessions
- Develop strong relationships with both new and existing customers to understand their goals, and consult on the best ways to achieve them using Circle to drive product adoption, revenue growth, and retention across your book of customers
- Analyze customer usage across your book of business to identify risks and opportunities, create accurate forecasts, then take ownership of designing and executing engagement campaigns to action against them
- Communicate thoughtfully with your clients and internal stakeholders to ensure prompt answers that can be understood by both technical and non-technical recipients
- Maintain a deep understanding of the Circle platform, our branded app capabilities, and online community building strategies to make recommendations on how customers can accelerate their desired outcomes
- Partner closely with other internal stakeholders to share customer stories & experiences that help build deeper understanding of customers goals, use cases and outcomes
- Act as an internal advocate for customers by consistently contributing feedback to product & engineering on areas for improvement to enhance the customers experience
- Contribute to the ongoing improvement of our customer success processes and methodologies
Our take
The influencer market is nearly twice the size it was globally back in 2019. With more creators flocking to the digital space to grow and engage with their followers, cracks in the existing platforms’ relationship to their content creators are showing. Circle is one of a number of content creator platforms rising up to meet the demand for change.
Its community platform allows users to create and engage with their own groups, for a small subscription fee established by the creators. This direct ownership and community engagement is proving something of a silver bullet for companies looking to tempt creators off of incumbent giants like Tiktok and Youtube. Companies like Substack, Patreon, and Pico have all seen remarkable success with this strategy, suggesting that Circle’s foray into establishing something similar for a creator hub is playing to an eager market.
The company's ultimate aim is to pull together all creator tools like newsletter publishing, merch sales, and podcasting under a single Circle umbrella. This is ambitious - but Circle is growing alongside the creator economy at an impressive pace. If it can maintain this growth, it will be poised well for future success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
29% female employees
42% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"I appreciate that Circle provides an annual budget for courses and education, allowing me to continuously learn and develop my skills. Additionally,..."
Funding (last 2 of 3 rounds)
Dec 2021
$24.7m
SERIES A
Feb 2021
$4m
SEED
Total funding: $30.2m
Company benefits
- Medical coverage & reimbursements: Depending on your location, you will either be offered a full medical plan for you & your family, or offered generous monthly reimbursements to help with medical costs
- Equity package: We offer an equity package to every person that works at Circle
- Paid time off: We offer 35-days of PTO per year based on your hire date. Up to 50% can carry over to the next year
- Work from home, or anywhere: All of our employees are 100% remote!
- Learning & development stipend: Take advantage of up to $500 USD per year to help you level up your professional skills
- Home office stipend: New joiners receive $2,150 USD on their first paycheck to help outfit their home office, with a refresh every three years
- Company offsites: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world!
- Annual bonus: Roles that don't already receive variable income or commission are eligible to earn up to an extra 5% of their annual earnings as a yearly bonus based on overall company performance
- U.S.-benchmarked compensation, no matter where you are in the world
- Paid sabbatical: After 3 years of employment, team members earn a paid 1-month sabbatical to decompress and unwind
- Parental leave for parents expanding their family, or just starting one
- 401k with employer match: U.S. employees can partake in a 401k plan that has a 5% match, dollar-for-dollar 🇺🇸
Company values
- 🌱 Grow together — We give honest feedback to others with the best intentions, and listen to valuable feedback when it’s given. We strive to grow with our company and operate with a growth mindset. We own our mistakes and avoid finger-pointing when things don’t go our way.
- 💡 Trust and autonomy — Our team members have solid judgement, and seek to earn a high degree of trust from everyone they work with by showing them their best judgement. Once a team member has earned trust, they can operate with a sense of autonomy and can do their best work without too much supervision. Our leaders seek to instill a sense of autonomy in their team members.
- 🏃🏽♀️ Bias for action — We jump to action with passion and positivity. When faced with challenges or opportunities, we're able to move fast and get things done. We value achieving tangible outcomes above simply valuing the inputs to those outcomes (i.e. planning, surveys, process, etc.).
- 💻 Product first — Everyone at Circle cares deeply about our product, and strives to do their best to make it better regardless of their role. We're open to sharing or receiving constructive feedback about our product at all times.
- 💭 Long-term thinking — We're here for Circle’s future and value its long-term mission. We pause and reflect on the fundamentals. We constantly seek to make trade-offs which benefit Circle’s mission over the course of the next decade — not just the immediate month or quarter ahead.
Company HQ
Midtown Manhattan, New York, NY
Articles
Leadership
Sid Yadav
(Co-founder & CEO)Previously founded Rev2.org, and wrote for VentureBeat, before moving on to work on design and front-end engineering both freelance and with Wizpert. Prior to Circle, worked in various senior product roles at Teachable.
Andrew Guttormsen
(Co-founder & Head of Revenue Operations)Previously an equities trader and analyst with SMB Capital, who moved on to found visitor engagement games design company, Exploreous. Subsequently held various senior roles in growth and marketing at Teachable.
Rudy Santino
(Co-founder & Head of Design)Has 20+ years experience as a designer, and spent time at Teachable + Gumroad working closely with dozens of top creators.
People progressing
Liz was hired as an Account Executive, before being promoted to a Senior Account Executive one year later. Liz moved up again only 8-months later to a Mid-Market Account Executive.
Katelyn joined Circle in early 2023 as a Customer Success Manager, and was promoted to a people manager role on the CSM team before her 1-year anniversary.
Donald accepted a part-time 3-month contract to help with a busy quarter at Circle. His outstanding performance led to a full-time offer to join Circle's People Operations team.
Diversity, Equity & Inclusion at Circle
Andrea Rojas (Head of People)
- As a fully-remote international company, diversity is baked into our DNA. Here’s how our CEO, Sid Yadav, frames our hiring mission: “let’s find talent in underserved and under-represented corners of the world, set them up to do the best work of their lives, and in turn, change their life.” To achieve this hiring mission, we offer competitive U.S.-benchmarked compensation no matter where someone’s located in the world, and we proactively seek candidates who expand representation of backgrounds, cultures and lived experiences in our teams.
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