Growth, Technical Success Manager

About the Team

Customer Success at CircleCI plays a pivotal role with our customers. The team ensures our customers are getting value from our platform and identifying ways we can help solve meaningful business problems. You'll nurture and grow a portfolio of clients, acting as a trusted advisor and ambassador for CircleCI across one of the most dynamic segments in the company.

We believe deeply in the continued development of each team member. In joining this team, you'll be part of a community that prioritizes growth and promotion from within. As a rapidly evolving organization, there are real opportunities for progression — and you'll have the tools, autonomy, and support to make an impact from day one.

About the Role

We're looking for an outstanding Growth Technical Success Manager to help lead the success and expansion or a large book of business that sits within our largest revenue assisted customer segment. This is the right role for someone with strong technical depth who loves applying critical thinking to customer problems, accelerating time-to-value, and finding scalable, high-leverage ways to drive CircleCI adoption across a high-volume book of business.

You'll join a team of Growth TSMs responsible for customers spanning diverse industries and deployment types. Success in this role means thinking with a one-to-many mindset — using data, digital programs, and increasingly AI-assisted tooling to deliver personalized, high-impact engagement at scale. You'll be expected to deeply understand the segment's unique business challenges and ensure that customers' investment in CircleCI translates to measurable, relevant business outcomes.

What You'll Do:

• Strategic Customer Management: Employ a strategic, one-to-many approach across growth customers — providing top-tier technical guidance, optimization insights, and best practices that maximize the value each customer derives from CircleCI.
• Program Development & Value Acceleration: Design and deliver digital programs, office hours, and scaled touchpoints — in collaboration with the broader growth team — that drive retention, product adoption, and measurable customer outcomes.
• Education & Content at Scale: Create technical educational content (videos, email sequences, webinars) and educate customers on new and existing platform features, ensuring the segment stays informed and engaged without requiring 1:1 time for every interaction.
• AI-Powered Workflows: Leverage AI tools to surface usage insights, draft personalized outreach, analyze customer health signals, and automate repetitive tasks — bringing efficiency and precision to how you manage a large, diverse book of business.
• Cross-functional Collaboration: Partner with Product, Sales, and Support to mitigate churn risk, relay segment-level customer feedback, and tailor communications to meet customers' specific needs and contexts.
• Continuous Improvement: Contribute to the evolution of playbooks, tooling, and program design by sharing learnings from the segment and staying current on CI/CD trends, platform capabilities, and emerging customer success practices.

What You'll Bring:

• 4+ years of experience in B2B customer success, technical support, or account management, including 2–5 years in technical or customer-facing roles within software or technology.
• Solid technical expertise in CI/CD practices, software development workflows, cloud technologies, and DevOps methodologies; proficiency in Git and GitHub is a plus.
• Demonstrated ability to meet or exceed revenue growth and retention targets, with the strategic instincts to identify risk and expansion signals across a large customer base.
• AI fluency — actively using AI tools (e.g., Claude, ChatGPT, Copilot) in day-to-day workflows to draft communications, analyze data, surface insights, or scale customer engagement.
• Proficiency in customer success and support tooling such as Zendesk, HubSpot, Vitally, and Mode; comfortable navigating multiple systems and drawing actionable conclusions from data.
• Exceptional written and verbal communication skills with the ability to translate technical value into business impact for a range of audiences.

Bonus Skills (Nice to Have)

• Previous exposure to competing CI/CD platforms (GitHub Actions, Jenkins, GitLab CI, Buildkite) or DevOps tooling beyond CircleCI.
• Experience building or contributing to scaled digital CS programs (onboarding sequences, nurture campaigns, community channels).
• Background in technical content creation: instructional videos, email sequences, webinars, or documentation.
• Familiarity with prompt engineering or building AI-assisted workflows to automate or augment customer success activities.