Customer Success Manager, Circle Plus

About the role

There are over 12,000 paying communities powered by Circle, and that number is growing rapidly month over month. Our highest-tier offering, Circle Plus, is scaling especially quickly. Circle Plus customers launch fully branded mobile apps alongside their communities, and as a result, they receive a higher-touch level of service and partnership from our team.

What you’ll be doing

• You’ll be helping our customers 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 toward serving 100+ customers.
• You will be responsible for onboarding 8-15 new customers per month, which typically entails delivering strategy and implementation guidance over a series of 6 or so meetings in their first 90 days as a customer. Following their successful launch, you’ll move to monthly or quarterly 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
• Working with customers through their renewal and re-consideration windows to help them understand how Circle can support their business strategy and future planning

What you’ll need to be successful

• 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 4+ years working directly with creators or a company in a community management role, or you have 4+ years of experience in SaaS Customer Success role, 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 to switching contexts throughout the day, 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.