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Senior Customer Programs Manager

Denver, Remote (United States), San Francisco

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Why CircleCI?

Great Benefits

Regardless of location, we prioritize the health and wellness of our employees and their families. In addition to unlimited PTO, we offer generous parental leave and benefits that can cover employees and dependents up to 100%. We also offer quarterly wellness days, wellness reimbursement, and Cleo for new parents.

Growth

At CircleCI, employees have ample opportunity to learn new skills, including project-based learning and presentations from our colleagues. Your continued professional development is important to us because it’s important to you.

A balanced life

Our team members enjoy the flexibility of working from whatever environment suits their role best. Supporting a distributed workforce is an integral part of our culture.

We are looking for an outstanding customer success professional to join as the Senior Customer Programs Manager (Senior CPM) for CircleCI. This person will roll up into our global customer success organization, reporting directly to our Global Head of Customer Success.

As a Senior CPM, you will represent the Customer Success group as well as the Developer Customer Engineers to coordinate across the greater organization to drive the best experience for our customers! You’ll have the opportunity to own and collaborate on a wide variety of highly scalable programs spanning the entire customer journey focused on; risk mitigation, growth acceleration, product awareness and adoption, Net Promoter Score/Voice of the Customer (NPS/VOC), customer advocacy, as well as our Customer Advisory Board (CAB). Success in this role is measured by your ability to help accelerate our customers through the optimal customer journey, decrease risk and churn, and increase customer retention and advocacy.

This role is the perfect opportunity for someone who is passionate about crafting and executing impactful customer success programs! You are someone who has a mix of subject areas including customer success, marketing, and program management. You have a strong operational approach and heavily rely on data to make informed decisions.

Responsibilities

  • Partner with the CS leadership team to craft impactful programs to mitigate risk and accelerate product awareness, adoption, and growth in our self serve customer base
  • Work cross departmentally to reduce channel and message conflict
  • Collaborate with multiple departments to analyze, refine, and document our customers’ journey
  • Help to build and own a pipeline for customer advocacy activities
  • Partner with our global offices to deliver customer experiences specific to their region
  • Lead the NPS program to ensure all functional groups and the executive leadership team have consistent, quality analysis, and customer feedback
  • Take ownership of the CAB to continue to improve the experience for our internal partners as well as our CAB members
  • Be responsible for the master customer success calendar identifying meaningful product releases and marketing launches as well as customer events

Requirements

  • 5+ years B2B SaaS customer success and/or customer marketing experience in a customer facing role
  • Track record of crafting and implementing impactful customer programs with measurable business impact on revenue retention and growth
  • Demonstrated ability to work independently and be an owner of your success
  • Excellent attention to detail with a passion for quality
  • Strong cross departmental teamwork skills
  • Excellent written and verbal communication skills
  • Strong time management with the ability to balance multiple deliverables while working in a high volume environment
  • Technical mentality and passion to learn about software development, cloud environments, and interacting with developers
  • Growth mindset, intellectually curious and high-reaching with innovative ideas to inspire customer loyalty and adoption
  • Savvy with tools such as Salesforce, Gainsight, Outreach, and Zendesk.

Other desirable qualities:

  • Domain exposure or experience (DevOps, Software Development)
  • Proactive approach to drive conversations and relationships forward with a technical base of users and buyers
  • Experience working with a globally distributed team

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

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