Technical Success Manager, CircleCI

• This is the right role for someone with strong technical depth who loves applying critical thinking to customer problems, accelerating time-to-value, and finding scalable, high-leverage ways to drive CircleCI adoption across a high-volume book of business
• 4+ years of experience in B2B customer success, technical support, or account management, including 2–5 years in technical or customer-facing roles within software or technology
• Solid technical expertise in CI/CD practices, software development workflows, cloud technologies, and DevOps methodologies; proficiency in Git and GitHub is a plus
• Demonstrated ability to meet or exceed revenue growth and retention targets, with the strategic instincts to identify risk and expansion signals across a large customer base
• AI fluency — actively using AI tools (e.g., Claude, ChatGPT, Copilot) in day-to-day workflows to draft communications, analyze data, surface insights, or scale customer engagement
• Proficiency in customer success and support tooling such as Zendesk, HubSpot, Vitally, and Mode; comfortable navigating multiple systems and drawing actionable conclusions from data
• Exceptional written and verbal communication skills with the ability to translate technical value into business impact for a range of audiences

Desirable

• Customer Success at CircleCI plays a pivotal role with our customers. The team ensures our customers are getting value from our platform and identifying ways we can help solve meaningful business problems. You'll nurture and grow a portfolio of clients, acting as a trusted advisor and ambassador for CircleCI across one of the most dynamic segments in the company
• We believe deeply in the continued development of each team member. In joining this team, you'll be part of a community that prioritizes growth and promotion from within. As a rapidly evolving organization, there are real opportunities for progression — and you'll have the tools, autonomy, and support to make an impact from day one
• We're looking for an outstanding Growth Technical Success Manager to help lead the success and expansion or a large book of business that sits within our largest revenue assisted customer segment
• You'll join a team of Growth TSMs responsible for customers spanning diverse industries and deployment types. Success in this role means thinking with a one-to-many mindset — using data, digital programs, and increasingly AI-assisted tooling to deliver personalized, high-impact engagement at scale
• You'll be expected to deeply understand the segment's unique business challenges and ensure that customers' investment in CircleCI translates to measurable, relevant business outcomes
• Strategic Customer Management: Employ a strategic, one-to-many approach across growth customers — providing top-tier technical guidance, optimization insights, and best practices that maximize the value each customer derives from CircleCI
• Program Development & Value Acceleration: Design and deliver digital programs, office hours, and scaled touchpoints — in collaboration with the broader growth team — that drive retention, product adoption, and measurable customer outcomes
• Education & Content at Scale: Create technical educational content (videos, email sequences, webinars) and educate customers on new and existing platform features, ensuring the segment stays informed and engaged without requiring 1:1 time for every interaction
• AI-Powered Workflows: Leverage AI tools to surface usage insights, draft personalized outreach, analyze customer health signals, and automate repetitive tasks — bringing efficiency and precision to how you manage a large, diverse book of business
• Cross-functional Collaboration: Partner with Product, Sales, and Support to mitigate churn risk, relay segment-level customer feedback, and tailor communications to meet customers' specific needs and contexts
• Continuous Improvement: Contribute to the evolution of playbooks, tooling, and program design by sharing learnings from the segment and staying current on CI/CD trends, platform capabilities, and emerging customer success practices