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 170 (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

We’re growing our Circle Plus Customer Success team and are looking for an experienced Customer Success Manager to join the team. Our Circle Plus customer segment is growing incredibly quickly. This segment of customers purchase our highest-tiered plans, which include the capability to offer a a fully branded mobile app alongside their web-based community. Alongside their software subscription we pair all customers up with a Customer Success Manager who is their strategic partner to help guide and support them through community strategy, implementation, app launch and ongoing consultation. As their primary point of contact and trusted partner, you’ll have responsibility of serving them through their entire lifecycle from onboarding through their renewal.

We have a strong preference for candidates in North/South American time zones. 

What you'll be doing

• You’ll be passionate about building relationships, helping our clients 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 to serving 75-100 customers.
• You will be responsible for onboarding 6-10 new customers per month, which typically entails delivering strategy and implementation guidance over a series of six or so meetings in their first 90 days as a customer. Following their successful launch, you’ll move to monthly 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

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.
• You either have 3+ years working directly with creators or a company in a community management role, or you have 4+ years of experience in SaaS customer success working with SMB customers to drive product adoptions, expansion, and retention.
• You have experience serving customers and navigating the complexity of tight timelines, complex processes and managing relationships with multiple stakeholders both internally and externally.
• You are comfortable learning and understanding business models across various industries/segments. You will often be driving the conversation to help your customers define what success means for their community.
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