Enterprise Customer Success Manager at CircleCI

| Greater Denver Area
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We are looking for an exceptional Enterprise Customer Success Manager to join the Customer Success Team where you will be responsible for the success and long-term growth of our customers across the commercial and enterprise segments of the business. In this role, you will be the key point of contact for our customers, helping to ensure they maximize the value they receive from our solutions and cultivating a successful long-term partnership. You’ll be an active partner to our customers and develop a deep understanding of their business, their unique challenges, and what's needed for them to be successful. You will be a challenger, a partner, an advocate, and the voice for them across our company. 

The Enterprise Customer Success Manager role is a perfect role for someone who has some technical expertise, enjoys partnering with customers, has a solid commercial foundation with a talent for developing and executing strategic plans to drive adoption, retention, growth, and advocacy. This would be an excellent role for someone who has been in a TAM role but prefers to focus less on the technical proficiency of customers and more on the business and commercial relationship. This role will manage a diverse book of customers ranging in industries and deployment types with strategic, focused efforts on developing a deep understanding of your customers’ unique business challenges and ensuring their investment in our products are providing a real, meaningful business impact for them.

The Customer Success Team at CircleCI plays a pivotal role with our customers. The team is responsible for ensuring customers are recognizing value from our platform, and helping to identify ways we can help a customer solve business problems. You’ll cultivate and grow a portfolio of existing clients and act as a trusted advisor and ambassador for CircleCI.

In terms of growth, we strongly believe in the continued development of each new hire. In joining the Customer Success Team, you’ll join a community that believes in development and promotion from within and as a rapidly expanding business, there are a lot of opportunities for progression.

What you’ll do: 
  • Own the usage, adoption, awareness, and net retention of your assigned book of business by driving the annual renewals and ensuring your month-to-month customers continue to appreciate the value we deliver and grow their use of the product
  • Drive the adoption and growth of CircleCI with an assigned customer base in your territory, with a focus on providing insights and information that will aid the customer in their experience with CircleCI
  • Understand the technical and business challenges of our customers and advise them on how to best use the CircleCI solution. Customer activities will include establishing and maintaining broad customer relationships, monitoring product usage and adoption, reviewing and taking proactive measures to maintain customer health
  • Partner with your counterparts in Sales and Customer Engineering to develop and execute strategic account plans
  • Connect with customers via weekly/monthly meetings and regular business reviews, both in-person and via video conference to continue to better understand your customers and partner with them to solve problems, develop goals, and identify trends
  • Be the voice of the customer as you partner with engineering, marketing, product, and sales to deliver best-in-class customer experience
  • Identify growth opportunities and work with the Sales teams to engage accounts and ultimately enter into a greater evaluation of the CircleCI solution
  • Partner with internal teams to manage new users, ensure onboarding and technical success alongside our engagement managers and success engineers
  • Monitor usage to identify and manage renewals, risks and downgrades. Grow customer accounts over time and work to ensure customer renewals at scale
  • Identify at-risk customers and help them get on track
What we’re looking for: 
  • 5+ years B2B SaaS customer success, or technical account management experience in a customer facing role managing large, complex enterprise accounts
  • Track record of achieving and exceeding renewal, retention, and growth targets
  • Demonstrated ability to work independently and “own” your book of business
  • Excellent written and verbal communication skills
  • Demonstrated ability to lead discussions with technical and business stakeholders
  • Strong time management with the ability to balance multiple deliverables while working in a high volume environment
  • Technical mindset and passion to learn about software development, cloud environments, and interacting with developers
  • Ability to navigate interdepartmentally e.g. Sales, Engineering, Product Management to solve problems and influence productivity
  • Growth mindset, intellectually curious and ambitious with innovative ideas to inspire customer loyalty and adoption
  • Experience with tools such as Salesforce, Gainsight, Outreach, and Zendesk. Savvy with navigating multiple systems and data analysis.
  • Ability to manage and maintain a high value book of customers
  • Startup SaaS experience a must
Technical requirements:
  • Previous work experience in a software company, including direct interaction with developers and a general understanding of the Software Development Lifecycle
  • Experience with build, test, and deployment automation solutions in a customer-facing role
  • Familiarly with developer workflows and standard tooling e.g. GitHub
  • General understanding of application development (waterfall, agile, CI/CD)
  • An understanding of modern application architecture (micro-services)
  • Experience working with various cloud environments (AWS, GCP, and Azure)
  • Familiarity and comfort with different implementation types (on-prem, cloud, hybrid)
  • A solid understanding of VCS providers (Github, Bitbucket, Gitlab)
  • Working knowledge of Docker or Linux containers, Kubernetes, and software testing
Bonus points! 
  • Have direct experience supporting a solution in the DevOps tool chain
  • Can act as a strategic consultant with a Challenger mentality 
  • Experience negotiating subscription renewals
How to apply

If you’re interested in joining the team at CircleCI, please send a resumé and cover letter describing what inspires you and why you think you are a good fit for the team. If you contribute to an open-source project, write a blog, or have a presence on the web (Twitter, Quora, Linkedin, etc.) we would love to hear about it.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. CircleCI welcomes those who are enthusiastic about learning and evolving, so however you identify and whatever your background, if this looks like a role where you could do work that excites you, we hope you’ll apply.

About CircleCI

CircleCI is the world’s largest shared continuous integration and continuous delivery (CI/CD) platform, and the central hub where code moves from idea to delivery. As one of the most-used DevOps tools that processes more than 1 million builds a day, CircleCI has unique access to data on how engineering teams work, and how their code runs. Companies like Spotify, Coinbase, Stitch Fix, and BuzzFeed use us to improve engineering team productivity, release better products, and get to market faster. 

Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venture-backed by IVP, Sapphire Ventures, Owl Rock, NextEquity Partners, Scale Venture Partners, Threshold Ventures, Baseline Ventures, Top Tier Capital Partners, Industry Ventures, Heavybit, and Harrison Metal Capital. Learn more at https://circleci.com.

CircleCI is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • ClojureLanguages
    • ReactLibraries
    • SalesforceCRM
    • MarketoLead Gen

Location

Downtown Denver, North Capitol Hill area. Your favorite coffee shops and restaurants are all steps from the office, as well as transportation lines.

An Insider's view of CircleCI

What’s the vibe like in the office?

The Denver office is collaborative, ambitious and exciting. We are located downtown near a bunch of fun bars and restaurants. Everyone comes into the office everyday looking forward to the challenge at hand, which is refreshing to start your day with!

Nick

Commercial Account Executive

How do you collaborate with other teams in the company?

Building a business in which collaboration is a cultural norm is a team sport! Slack and video chats with team leaders and team members alike, I find the frequent sharing of our best ideas and insights really encourages team players, gains support for critical initiatives, and provides a level of trust to converse openly about difficult issues.

Jessica

Senior Manager of Account Based Marketing

What makes someone successful on your team?

Our team and office culture is so engaging. It’s awesome to be in a place where we’re actively curious about what other roles in the company do and what their challenges are. That reinforces two core attributes of successful sales executives that are curiosity and passion for both our customers and our peers.

Brandon

Sales Manager

How do you empower your team to be more creative?

Through cultivating open and honest communication. I encourage my team to voice their ideas, think outside of the box, and to take ownership to find creative solutions to resolve customer issues.

Becky

Senior Manager, Customer Success

How do you make yourself accessible to the rest of the team?

Everyone on the team and the company can and will reach out to me. I also attend weekly stand-ups in our Denver office, regularly ask for feedback in our team slack channels, and stay in touch with managers and ICs when it comes to deals, problems, etc.

Chris

VP of Sales

What are CircleCI Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
Promote from within
Continuing Education stipend
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