Digital Customer Success Program Manager, CircleCI
$84.5-105.5k
Continuous integration and deployment services
Be an early applicant
Continuous integration and deployment services
201-500 employees
Be an early applicant
$84.5-105.5k
201-500 employees
Company mission
To manage change so software teams can innovate faster, empowering technology-driven organizations to do their best work – and making engineering teams more productive and innovative.
Role
Who you are
- Experience: Typically 3+ years in Customer Success, Project Management, Developer Relations, or Technical Account Management at a developer-tools or DevOps company (or 3+ years with a Master’s degree, or a PhD with 3+ years; equivalent work experience considered). Prior experience coordinating or leading cross-functional teams or programs is strongly preferred
- CI/CD Proficiency: Hands-on experience with CI/CD pipelines (CircleCI, GitHub Actions, Jenkins, GitLab CI, or equivalent) — you should be able to read a .circleci/config.yml and identify optimization opportunities
- Digital Program Expertise: Deep, proven expertise in designing, leading, and continuously evolving sophisticated digital customer programs (onboarding sequences, adoption campaigns, lifecycle automations) across complex, variable customer environments — with demonstrated ability to exercise judgment in methodology selection, evaluation criteria, and program evolution to deliver measurable business outcomes
- CS Platform Experience: Experience with CS platforms such as Vitally, Gainsight, Totango, or ChurnZero, including the ability to configure playbooks, triggers, and automated workflows
- Data Fluency: Comfortable building reports and dashboards (Mode, Looker, or equivalent), analyzing engagement funnels, and making data-driven decisions about program performance
- Communication Skills: Excellent written communication skills — you will be a primary author of customer-facing technical content, email sequences, and adoption guides
- Bonus: Experience with CircleCI specifically, background in PLG / product-led growth motions or M2M-to-annual conversion, familiarity with HubSpot or Snowflake, experience with AI/ML-driven customer outreach, or video production skills for technical walkthroughs
- United States Base Pay Range
What the job involves
- We are looking for an exceptional Digital Customer Success Program Manager to join the Customer Engineering & Success team at CircleCI
- This is a rare hybrid role built for someone with wide-ranging experience who is equally at home reviewing a CI/CD config file and defining the strategy for a multi-touch digital program that scales across thousands of customers
- You will own the vision, design, and continuous evolution of scalable digital programs for our growth and self-serve customer segments, driving feature adoption, reducing churn, and converting monthly customers into long-term annual commitments
- This person brings deep technical fluency in CI/CD and DevOps, a passion for scalable customer programs, and the strategic judgment to navigate complex, cross-functional challenges at scale
- They will serve as the subject matter expert and key decision-maker connecting our Growth TSM team, CS Ops, Data & Analytics, and the customers themselves — defining the digital plays that move customers from stuck to successful, and from monthly plans to annual commitments
- If you bring seasoned expertise in building and leading programs that actually work because you understand both the product and the customer at depth, this role was made for you
- 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 a customer solve business problems. You’ll nurture and grow our portfolio of clients and act as a trusted advisor and ambassador for CircleCI
- In terms of growth, we truly believe in the continued development of each new hire. In joining this team, you’ll take part in a community that believes in development and promotion from within and as a rapidly growing business, there are a lot of opportunities for progression
- Own & Grow the Digital Revenue Assisted Segment and Self-Serve: Define the strategy for and lead the digital Revenue Assisted segment — applying in-depth evaluation of variable customer data, product signals, and tooling (Vitally, Mode, AI) to build and continuously evolve a fully automated, scalable customer journey. Ensuring programs are scalable to the month-to-month segment
- Technical Content Development: Create and maintain a library of technical adoption content including feature demo videos, config optimization templates, migration guides, and best-practice walkthroughs for CircleCI features such as parallelism, DLC, resource classes, orbs, and test splitting
- Program Design & Optimization: Own the strategic roadmap for digital programs across the full customer lifecycle — from onboarding and feature adoption to early disengagement detection and renewal. Exercise independent judgment in selecting methodologies, evaluation criteria, and optimization approaches. Own program analytics end-to-end, translating complex, variable engagement signals into measurable business outcomes and actionable program improvements
- M2M-to-Annual Conversion: Design and launch CircleCI’s first digital conversion program targeting self-serve customers on monthly Performance plans, building multi-touch journeys that drive them toward annual Scale commitments and deliver measurable new ARR
- Customer Unblocking & Technical Triage: Serve as the technical escalation point for digital program-triggered customer issues, reviewing customer configs proactively to identify optimization opportunities and turning 1:1 troubleshooting patterns into scalable self-serve resources
- AI & Data-Driven Programs: Partner with Data & Analytics to operationalize churn prediction models into automated Digital CS plays, define requirements for AI-driven outreach, and evaluate tooling to advance our digital CS capabilities
- Cross-functional Collaboration: Serve as a key cross-functional leader and subject matter expert, building formal networks with stakeholders across and beyond the CS organization — including Growth TSMs, CS Ops, Support Engineering, Data & Analytics, Marketing, and Product. Drive alignment on program strategy, surface customer insights that influence company-level priorities, and ensure digital programs complement rather than duplicate other customer-facing efforts
Our take
Engineering has seen the rise of agile, containerisation and DevOps over the last few years. As a result, the idea of continuous integration and continuous delivery (CI/CD) has grown to be an important part of the engineering space. CircleCI is one company that taps into this field, offering a lightweight and open service.
There are now a lot more companies that have a culture of continuous delivery. CircleCI specifically helps automate all the steps that occur between the time developers make changes to the code and when the application gets in front of the customer. The company has a strong tailwind from this macro trend and their product is loved by engineers, putting them in a strong place to build a strong business.
Services in the sector have grown constricted and cost-heavy, but in 2022, CircleCI debuted a free tier service for engineering teams in a move away from this. By offering flexibility across an increased number of major platforms, including Docker, Windows, and MacOS, the company works towards its ultimate aim to empower technology-driven organisations.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2021
$100m
SERIES F
Apr 2020
$100m
SERIES E
Total funding: $315m
Company benefits
- Remote-first company
- Home office stipend
- Unlimited PTO
- Generous parental leave
- Health benefits that can cover employees and dependents up to 100%
- Quarterly wellness days, a free Calm subscription, wellness reimbursement, and Cleo for new parents
- Opportunities to learn new skills, including project-based learning and presentations from our colleagues
- Udemy for on-demand learning, and an annual stipend for personal development outside of CircleCI
Company HQ
The East Cut, San Francisco, CA
Leadership
Jim Rose
(CEO)Joined CircleCI as COO. Serial entrepreneur, founding Distiller (acquired by CircleCI) and Copious.
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