We are looking for an outstanding manager to lead our Customer Success Associates! Someone who will contribute to the success and long-term growth of our largest customer segment and be accountable for risk mitigation and retention strategies at scale. This person will lead and strengthen a team of Customer Success Associates to mitigate risk and set our customers up for success along their journey with CircleCI.

The Manager, SMB Customer Success role, reporting to the Director, SMB Customer Success, is a detailed fit for someone has had experience being a strategic CSM, as well as managing a team. In this role you will actively mentor, and develop the team to meet their individual and departmental goals. This person will be deeply passionate about the success of our customers, their team members and be eager to help craft strategies at scale to drive customer awareness, adoption, retention, growth, and advocacy. Technical expertise, a love for helping customers, and strong time management and organizational skills are the keys to a successful leader in this role! Someone who has success supporting a team and encouraging a culture of inclusivity, teamwork, dedication, creativity and growth.

What you'll do:

• Mentor a team of Customer Success Associates who are responsible for our largest segment of customers through weekly meetings, strategy sessions, periodic reviews, growth plans, and additional professional development initiatives
• Collaborate with the team to build upon current programs that drive product awareness, adoption, and usage of CircleCI with a focus on driving customer outcomes at scale through the use of CircleCI products and services
• Own retention and health of the team’s customer segment, by driving added new value, using data to understand customer themes, and ensuring our customers continue to appreciate the value we deliver and grow their use of the product
• Understand customer technical and business challenges and enable the team to partner with our customers on how to best use the CircleCI solution
• Enable the team to establish and maintain broad customer relationships, supervising product usage and adoption, reviewing and taking proactive measures to maintain customer health, customer journey matriculation, and blocking issue support
• Be the voice of the customer and partner with engineering, marketing, product, and sales to deliver outstanding customer experience
• Collaborate with the head of the department to define, document, and implement the quarterly OKR process

What we're looking for:

• 3+ years B2B SaaS customer success, or account management experience in a customer facing role including developing a team or being a team lead
• Ability to work on multiple concurrent projects, comfort with ambiguity, resilience to switch gears quickly in a fast-paced environment
• Experience handling a high volume of customers
• Outstanding organizational, presentation, and communication skills
• General understanding of application development (waterfall, agile, CI/CD)
• Previous experience in a software company, including direct interaction with developers and an understanding of the Software Development Lifecycle

Other Desirable Qualities:

• Proactive mentality to drive conversations and relationships forward with a technical base of users and buyers
• Experience applying data to drive programs at scale
• Have direct experience supporting a solution in the DevOps tool chain
• Experience with the Challenger methodology
• Experience developing a team working remotely or in a satellite office

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. Please contact us to request accommodation.

About CircleCI

CircleCI is the world’s largest shared continuous integration/continuous delivery (CI/CD) platform, and the hub where code moves from idea to delivery. As one of the most-used DevOps tools - processing 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, 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 Base10, Greenspring Associates, Eleven Prime, IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, Heavybit and Harrison Metal Capital.

CircleCI is 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.

Colorado Salary Range: $112,000 - $140,000/year, plus applicable bonuses