Technical Success Manager, Growth

CircleCI

Summary

This role is ideal for a Senior Growth Technical Success Manager who will lead the success and growth of a key customer segment by employing strategic customer management, optimization strategies, collaborative marketing, value acceleration, education and engagement, content development, cross-functional collaboration, and team-led feedback sessions.

What you'll do

Strategic Customer Management: Employing a strategic approach towards growth customers by overseeing the higher risk tasks like churn mitigation and providing top-tier technical support.
Optimization Strategies: Delving deep into customer usage of CircleCI to offer optimization insights and best practices, enabling customers to maximize the value they derive from our platform.
Collaborative Marketing: Working closely with the customer marketing team to provide insights for digital programs that enhance customer retention and drive growth.
Value Acceleration: Facilitating value delivery, support, and outcomes for our annual customers through digital programs, office hours, and Zendesk, ensuring customer success at every touchpoint.
Education and Engagement: Educating customers on new and existing features, strategizing to optimize product utility, and sharing unique product insights and best practices through engaging platforms like Zoom calls.
Content Development: Creating technical educational content in the form of videos and emails to scale customer success initiatives, enriching the customer experience at scale.
Cross-functional Collaboration: Partnering with different teams to mitigate churn risks, tailor notifications to meet customers' specific requirements, and convey valuable customer feedback to the product team.
Team led feedback sessions: Coordinating and iterating on team feedback sessions where all team members including you will share calls, learnings and provide active feedback for upleveling each individual on the team.

Requirements

Technical Acumen: Ability to translate business challenges into technical solutions and effectively communicate technology value propositions.
Experience: 5+ years of experience in B2B sales, customer success, technical support or account management in customer-facing roles.
Communication Skills: Exceptional written and verbal communication skills, coupled with strong presentation abilities.
Innovative Thinking: Growth-oriented mindset, intellectual curiosity, and a proactive approach to driving customer dedication and adoption.
Tool Proficiency: Proficiency in tools such as Zendesk, Salesforce, Catalyst, and Mode, along with the ability to navigate multiple systems and conduct insightful data analysis.
Performance Track Record: Demonstrated ability to consistently surpass revenue growth and retention targets.
Emotional Intelligence: High emotional intelligence, problem-solving skills, and a commitment to delivering exceptional customer satisfaction.
Technical Proficiency: Proficiency in Git and GitHub is a requirement, with previous exposure to CI/CD or DevOps tools considered an advantage.