Customer Success Manager, Circle Plus

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 200 (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!

Check out our Careers page for more about working at Circle.

About the role

There are over 12,000 paying communities powered by Circle, and that number is growing rapidly month over month. Our highest-tier offering, Circle Plus, is scaling especially quickly. Circle Plus customers launch fully branded mobile apps alongside their communities, and as a result, they receive a higher-touch level of service and partnership from our team.

As a Customer Success Manager for Circle Plus, you’ll serve as the primary point of contact for some of our most strategic customers, partnering closely with them to help them launch, grow, and scale successful communities. You’ll guide customers through onboarding and rollout, ensure strong product adoption across both web and mobile, and proactively help them unlock ongoing value from Circle over time.

This is a high-impact role with meaningful ownership. In addition to managing a book of Circle Plus customers end to end, you’ll play a role in shaping how Customer Success at Circle scales in the years ahead. You’ll help define best practices, test and build new processes, and work closely with Product, Engineering, Sales, and Support to deliver a consistently excellent customer experience. As a trusted advisor and advocate, you’ll also represent the voice of the customer internally, helping inform product decisions and broader business strategy.

What you'll be doing

• You’ll be helping our customers succeed in building an engaging community, and establishing yourself as a trusted advisor along their journey. Over the course of your first year you’ll ramp toward serving 100+ customers.
• You will be responsible for onboarding 8-15 new customers per month, which typically entails delivering strategy and implementation guidance over a series of 6 or so meetings in their first 90 days as a customer. Following their successful launch, you’ll move to monthly or quarterly strategy sessions.
• Develop strong relationships with both new and existing customers to understand their goals, and consult on the best ways to achieve them using Circle to drive product adoption, revenue growth and retention across your book of customers.
• Analyze customer usage across your book of business to identify risks and opportunities, create accurate forecasts, then take ownership of designing and executing engagement campaigns to action against them.
• Communicate thoughtfully with your clients and internal stakeholders to ensure prompt answers that can be understood by both technical and non-technical recipients.
• Maintain a deep understanding of the Circle platform, our branded app capabilities, and online community building strategies to make recommendations on how customers can accelerate their desired outcomes.
• Partner closely with other internal stakeholders to share customer stories & experiences that help build deeper understanding of customers goals, use cases and outcomes.
• Act as an internal advocate for customers by consistently contributing feedback to product & engineering on areas for improvement to enhance the customers experience
• Contribute to the ongoing improvement of our customer success processes and methodologies
• Working with customers through their renewal and re-consideration windows to help them understand how Circle can support their business strategy and future planning

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 Lev