Senior Customer Success Operations Manager, Circle
$140-160k
+ Equity + Annual bonus potential for roles that don't already receive variable income or commission
More information about location
Community platform for creators & brands
Posted today
Community platform for creators & brands
101-200 employees
Posted today
$140-160k
+ Equity + Annual bonus potential for roles that don't already receive variable income or commission
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
- 4+ years of experience in customer success operations within a Revenue, Sales, or Business Operations role in SaaS
- 3+ years of experience working as an administrator within a CRM (HubSpot’s Sales and Operations hub preferred)
- Expert-level knowledge of a modern GTM tech stack. Our core stack includes Hubspot, Chilipiper, Census, Zapier, Clay, Arrows, Metabase and other similar systems. We’re also heavily invested in AI Agents, and in addition to Claude and ChatGPT, we use platforms such as relevance.ai to create custom AI agents
- Has run software evaluations and implemented integrated solutions across go-to-market teams
- Firm understanding of the entire customer lifecycle, and the impact of systems and tools at each stage
- Ability to interpret process gaps and propose solutions to their underlying causes
- Experience with a large tech stack and technical ability to optimize systems integrations
- A holistic thinker, able to manage multiple objectives/assignments while supporting initiatives across several cross-functional teams
- Able to quickly grasp new concepts and work in a high-performing, fast-paced environment
- User-centric, empathetic approach to introducing business change
- Detail-oriented, taking into consideration each moving part of the system before taking action or recommending a solution
- Excellent verbal and written communication skills
- Self-starter; highly analytical; capable of delivering on goals with minimal supervision
Desirable
- Advanced skills with Microsoft Excel/Google Sheets for modeling purposes
- Exposure and comfort using and building reports/dashboards with a BI tool such as Metabase, Tableau, Looker or similar
- Experience in integrating product usage data into go-to-market tools and processes
- Have worked in transactional SaaS or in Product Led Growth (PLG) with a freemium or free trial experience
- Proficient in SQL
- A strong desire and exposure to AI tools and their use in automating Customer Success operations
What the job involves
- Our Data and RevOps team is high-impact to Circle. We design, configure, and build the systems and processes that enable our go-to-market and growth functions
- As a Senior Customer Success Operations Manager, your role is critical to the success of our Customer Success team as they engage customers, improve retention, and develop expansion opportunities
- As a Senior Customer Success Operations Manager at Circle, you will support our Customer Success teams by improving the efficiency and productivity of our GTM functions
- We are looking for someone who can bring experience in a scaling Revenue Operations team and help build, maintain, and improve not only the tech stack, but also add to our operational expertise by building practices that scale and improve our CS data ecosystem
- Develop and execute Customer Success operations strategies to drive revenue growth and increase operational efficiency
- Collaborate with cross-functional teams, including sales, marketing, finance, and data, to align strategies and streamline processes
- Utilize analytics and reporting tools to track key performance metrics, identify trends, and provide actionable insights to stakeholders
- Conduct regular analysis of revenue operations data to identify areas for improvement and implement data-driven strategies
- Foster a collaborative and results-oriented culture across revenue operations and cross-functional teams
- Take ownership of strategic questions and uncertainties to help inform scenario planning, prioritization, and implementation considerations
- Create, maintain, and analyze customer segments to improve the customer experience and maximize customer lifetime value
- While your primary stakeholder will be our CS team, you will have the opportunity to (and are expected to) positively impact the larger ecosystem with holistic approaches wherever possible
- Maintain documentation of our evolving processes and customer engagement motions, and implement success motions in a standardized fashion across existing teams
- Responsible for taking ownership of change management planning and implementing new/existing processes across teams, helping to shape our operating model and playbooks as we scale
- Support headcount modeling, capacity planning, and organization structure
- Collaborate closely on creating and owning fulfillment & reporting of variable compensation plans across our different customer success teams
- Partner closely with team members on the front lines to ensure our systems, data, and processes are increasing their effectiveness and efficiency
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
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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