Technical Success Manager, Growth

This is a fully remote position, open to applicants in California.

📋 Description

• Utilize a strategic, one-to-many model for growth customers — delivering exceptional technical guidance, optimization insights, and best practices that enhance the value each customer gains from CircleCI.

• Develop and implement digital programs, office hours, and scaled interactions — in partnership with the wider growth team — aimed at promoting retention, product adoption, and measurable customer success.

• Produce technical educational materials (videos, email sequences, webinars) and inform customers about new and existing platform features, ensuring the segment remains knowledgeable and engaged without necessitating 1:1 interactions for every engagement.

• Utilize AI tools to extract usage insights, compose personalized outreach, analyze customer health indicators, and automate routine tasks — enhancing efficiency and accuracy in managing a large and diverse portfolio.

• Collaborate with Product, Sales, and Support teams to minimize churn risk, communicate segment-level customer feedback, and customize communications to align with customers' specific requirements and contexts.

• Contribute to the advancement of playbooks, tools, and program design by sharing insights from the segment and remaining informed about CI/CD trends, platform capabilities, and innovative customer success methodologies.

⛳️ Requirements

• Over 4 years of experience in B2B customer success, technical support, or account management, including 2–5 years in technical or customer-facing positions within the software or technology sectors.

• Strong technical knowledge in CI/CD practices, software development workflows, cloud technologies, and DevOps methodologies; familiarity with Git and GitHub is advantageous.

• Proven track record of achieving or surpassing revenue growth and retention goals, with the strategic insight to identify risk and expansion opportunities within a large customer base.

• Proficiency in AI tools — actively employing AI solutions (e.g., Claude, ChatGPT, Copilot) in daily workflows for drafting communications, analyzing data, deriving insights, or scaling customer interactions.

• Experience with customer success and support tools such as Zendesk, HubSpot, Vitally, and Mode; adept at navigating multiple systems and extracting actionable insights from data.

• Excellent written and verbal communication skills with the capacity to convey technical value as business impact for diverse audiences.

🏝️ Benefits

• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.