Digital Customer Success Program Manager

CircleCI
San Francisco
Workplace: HybridFull timeUSD 84,500 - 105,500Function: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Written communication","Strategic judgment","Cross-functional collaboration","Data-driven decision-making","Technical fluency"]

Own and evolve scalable digital customer programs for growth and self-serve segments, driving feature adoption, reducing churn, and converting monthly customers into annual commitments. Lead digital Revenue Assisted and self-serve journeys using variable customer data and product signals, develop technical adoption content, and optimize lifecycle programs with analytics. Serve as technical escalation for config-based issues and partner with Data & Analytics to operationalize churn models using AI-driven CS plays.

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FursaFursa
CircleCI
CircleCI
17 hours ago

Digital Customer Success Program Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own and evolve scalable digital customer programs for growth and self-serve segments, driving feature adoption, reducing churn, and converting monthly customers into annual commitments. Lead digital Revenue Assisted and self-serve journeys using variable customer data and product signals, develop technical adoption content, and optimize lifecycle programs with analytics. Serve as technical escalation for config-based issues and partner with Data & Analytics to operationalize churn models using AI-driven CS plays.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Define and lead the digital Revenue Assisted segment and self-serve automated customer journeys, ensuring scalability and month-to-month fit.
  • •Create and maintain technical adoption content such as feature demo videos, config optimization templates, migration guides, and best-practice walkthroughs.
  • •Own program roadmaps across the customer lifecycle (onboarding through early disengagement detection and renewal) and translate analytics into measurable outcomes.
  • •Design and launch an M2M-to-annual conversion program for monthly Performance plan self-serve customers with multi-touch journeys.
  • •Act as technical escalation for digital program-triggered issues by reviewing customer configs and turning recurring troubleshooting patterns into scalable self-serve resources.

Pay and Benefits

Salary: USD 84,500 - 105,500

Key Requirements

  • •3+ years in Customer Success, Project Management, Developer Relations, or Technical Account Management at a developer-tools or DevOps company (or equivalent via Master’s/PhD).
  • •Hands-on CI/CD pipeline proficiency (e.g., CircleCI, GitHub Actions, Jenkins, or GitLab CI), including the ability to read and optimize a .circleci/config.yml.
  • •Deep experience designing, leading, and continuously evolving digital customer programs across variable customer environments with measurable outcomes.
  • •Experience with CS platforms such as Vitally, Gainsight, Totango, or ChurnZero to configure playbooks, triggers, and automated workflows.
  • •Comfort building reports and dashboards (e.g., Mode or Looker) and making data-driven decisions based on engagement funnels.
Experience:3+ yearsDeveloper-toolsDevOps
Skills:Written communicationStrategic judgmentCross-functional collaborationData-driven decision-makingTechnical fluency
Languages:English
Tech Stack:CircleCI.circleci/config.ymlCI/CDDevOpsVitallyModeGainsightTotangoChurnZeroJenkinsGitHub ActionsGitLab CILookerHubSpotSnowflakeAI/MLChurn predictionPlaybooksTriggersAutomated workflows

Company Brief

CircleCI
Provides a cloud-native continuous integration and continuous delivery (CI/CD) platform that automates software build, test, and deployment pipelines to help engineering teams ship code faster and more reliably.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn