As a Customer Success Manager for 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 over time.
Responsibilities
You’ll be helping customers succeed in building an engaging community, while establishing yourself as a trusted advisor throughout their journey. Over the course of your first year, you’ll ramp up to serving 100+ customers.
You will be responsible for onboarding 8–15 new customers per month, which typically involves delivering strategy and implementation guidance through a series of around six meetings during their first 90 days as a customer. Following a successful launch, you’ll transition 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 the platform 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, and take ownership of designing and executing engagement campaigns to act on those insights.
Communicate thoughtfully with clients and internal stakeholders to ensure prompt responses that can be clearly understood by both technical and non-technical audiences.
Maintain a deep understanding of the platform, branded app capabilities, and online community-building strategies in order to make recommendations on how customers can accelerate their desired outcomes.
Partner closely with other internal stakeholders to share customer stories and experiences that help build a deeper understanding of customer goals, use cases, and outcomes.
Act as an internal advocate for customers by consistently contributing feedback to product and engineering teams on areas for improvement to enhance the overall customer experience.
Contribute to the ongoing improvement of customer success processes and methodologies.
Work with customers through their renewal and re-consideration windows to help them understand how the platform can support their business strategy and future planning.
Perks
The fun stuff
Fully remote: work from anywhere in the world!
Autonomy and trust to do your job: we care about outcomes over everything else.
Paid time away: all employees are given 35 days of PTO annually. We also offer a paid sabbatical after 5 years.
Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.*
Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*
Parental leave for parents expanding their family, or just starting one.
Home office stipend to help you get up and running.
Learning & development stipend to help you level up your professional skills.
Annual bonus potential for roles that don’t already receive variable income or commission.
Company retreats: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world! We’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.
