Senior Customer Success Operations Manager

About Us

Circle is building the world’s leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We’re proud to be a fully remote company of around 180 (and growing!) team members from 30+ countries around the world. We seek exceptional individuals around the world, set them up to do the best work of their lives, and in turn, create a meaningful impact in their own lives. We don't track hours, but we do manage for high expectations very closely. We collaborate across time zones, are highly async, and like to document a lot.

Twice a year, we bring the whole company together in beautiful places around the world for our company offsites. So far, we’ve hosted offsites in Turkey, Portugal, Mexico, Thailand, Colombia, Italy, Ireland, and more, with still more to come!

About the role

Our Data and RevOps team is high-impact to Circle. We design, configure, and build the systems and processes that enable our go-to-market and growth functions. As a Senior Customer Success Operations Manager, your role is critical to the success of our Customer Success team as they engage customers, improve retention, and develop expansion opportunities.

As a Senior Customer Success Operations Manager at Circle, you will support our Customer Success teams by improving the efficiency and productivity of our GTM functions. We are looking for someone who can bring experience in a scaling Revenue Operations team and help build, maintain, and improve not only the tech stack, but also add to our operational expertise by building practices that scale and improve our CS data ecosystem.

What you'll be doing

• Develop and execute Customer Success operations strategies to drive revenue growth and increase operational efficiency.
• Collaborate with cross-functional teams, including sales, marketing, finance, and data, to align strategies and streamline processes.
• Utilize analytics and reporting tools to track key performance metrics, identify trends, and provide actionable insights to stakeholders
• Conduct regular analysis of revenue operations data to identify areas for improvement and implement data-driven strategies.
• Foster a collaborative and results-oriented culture across revenue operations and cross-functional teams.
• Take ownership of strategic questions and uncertainties to help inform scenario planning, prioritization, and implementation considerations
• Create, maintain, and analyze customer segments to improve the customer experience and maximize customer lifetime value
• While your primary stakeholder will be our CS team, you will have the opportunity to (and are expected to) positively impact the larger ecosystem with holistic approaches wherever possible 
• Maintain documentation of our evolving processes and customer engagement motions, and implement success motions in a standardized fashion across existing teams
• Responsible for taking ownership of change management planning and implementing new/existing processes across teams, helping to shape our operating model and playbooks as we scale
• Support headcount modeling, capacity planning, and organization structure.
• Collaborate closely on creating and owning fulfillment & reporting of variable compensation plans across our different customer success teams
• Partner closely with team members on the front lines to ensure our systems, data, and processes are increasing their effectiveness and efficiency

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.
• 4+ years of experience in customer success operations within a Revenue, Sales, or Business Operations role in SaaS.
• 3+ years of experience working as an administrator within a CRM (HubSpot’s Sales and Operations hub preferred).
• Expert-level knowledge of a modern GTM tech stack. Our core stack includes Hubspot, Chilipiper, Census, Zapier, Clay, Arrows, Metabase and other similar systems. We’re also heavily invested in AI Agents, and in addition to Claude and ChatGPT, we use platforms such as relevance.ai to create custom AI agents.
• Has run software evaluations and implemented integrated solutions across go-to-market teams.
• Firm understanding of the entire customer lifecycle,