Customer Success Manager, Circle
Bi-Lingual English/Portuguese
$90-125k
+ Variable + Equity
More information about location
Community platform for creators & brands
Job no longer available
Community platform for creators & brands
101-200 employees
Job no longer available
$90-125k
+ Variable + 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
- We’re looking for a customer-focused, highly energetic, and experienced individual to join the team
- 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, as well as Portuguese
- You have at least 2+ years of consulting, account management, customer success, or sales experience, working in SaaS and/or early stage startup settings
- You have worked at software company in the past that is used by SMB customers, and have leveraged product usage data in your approach to expanding accounts
- You enjoy getting hands-on with SaaS products. Becoming an expert in both value and technical capabilities of tools is second nature
- You have experience in using Hubspot or Salesforce to manage your customer base and pipeline
- You are a team player with a high level of integrity and desire to assist your team
- You prioritize customer experience with a focus on customer happiness and retention
- Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion
- 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
- Self-motivated and proactive. You bias to action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom into granular details, and also zoom out to understand the larger strategy and philosophy of how and why decisions are made
What the job involves
- This role will be reporting to the Enterprise Customer Success Team Lead, but collaborate closely with other folks who are helping lead our expansion into Brazil.
- Focused on delighting our customers with personalized onboarding and world-class account management, you will help support and partner with around 200 customers by the end of your first year
- You will own a Net MRR target at Circle, leveraging tactics to help retain customers and grow their accounts
- Onboarding new Portuguese-speaking clients by understanding their goals & vision, then helping them learn how to accomplish their goals using Circle, while consulting on community design, strategy best practices, and technical integrations. Launch can be as quickly as 3-4 weeks from the time of sale
- You’ll work directly with customers through video meets to help train them on Circle, and assist with planning out the vision of their community. In addition to calls, it is expected to provide prompt follow-up emails and responses to customer questions
- After onboarding, you’ll host quarterly community reviews where you analyze usage patterns to provide proactive insights, guidance, and recommend specific solutions related to your customer’s goals and priorities
- You’ll be passionate about building relationships, and helping our clients succeed in building an engaging community while establishing yourself as a trusted advisor along their journey
- You’re a product expert on the Circle platform, how to integrate with it, and best practices on how to build and manage communities. You develop and maintain a deep understanding of our products or services, staying up-to-date with industry trends and best practices
- You deliver on high levels of customer satisfaction and NPS (Net Promoter Score)
- You efficiently build, iterate, and execute expansion and renewal playbooks to help ensure customers realize the full value of the Circle platform
- Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success organization, including Onboarding, Sales, Support, Product, Marketing, and Revenue Operations
- You act as an internal advocate for customers by creating and managing feedback loops, and gathering actionable insights that will inform the product roadmap
- You 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
Company
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 HQ
Midtown Manhattan, New York, NY
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.
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