Customer Success Manager, Onboarding - remote

Title: Customer Success Manager, Onboarding

Location: New York

Type: Full-time, Remote (AMER)

Workplace: remote

Category: Customer Success

JobDescription:

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 130 (and growing!) team members from 30+ countries around the world. We strive to find exceptional talent, empower them to do their best work, and in turn, have a meaningful impact in their own lives. We don’t track hours, but we manage for outcomes in an a-synchronous culture.

Twice a year, we bring the whole company together for incredible company retreats in beautiful places around the world!

About the role

We’re expanding customer success team with a customer-focused, highly energetic, and experienced Onboarding CSM! Focused on delighting our customers with personalized onboarding and world-class support, you will onboard approximately 15-20 new customers per month once fully ramped.

We have strong preference for candidates residing in AMER (North/South America) time zones.

What you’ll be doing

• Onboarding new clients by understanding their goals &vision, then helping them learn how to accomplish their goals using Circle, while consulting on community design, strategy best practices, and technical integrations. Launch can be as quickly as 3-4 weeks from the time of sale.
• You’ll work directly with customers through video meets to help train them on Circle, and assist with planning out the vision of their community. In addition to calls, it is expected to provide prompt follow-up emails and responses to customer questions.
• You’re a product expert on the Circle platform, how to integrate with it, and best practices on how to build and manage communities. You develop and maintain a deep understanding of our products or services, staying up-to-date with industry trends and best practices.
• Analyze product usage data to identify areas where customers are getting stuck, opportunities for expansion or training, and helping identify at-risk customers.
• You deliver on high levels of customer satisfaction and NPS (Net Promoter Score).
• Communicate thoughtfully with your clients and internal stakeholders to ensure prompt answers that can be understood by both technical and non-technical recipients.
• Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success organization, including Customer Success, Sales, Support, Product, Marketing, and Revenue Operations.
• You act as an internal advocate for customers by creating and managing feedback loops and gathering actionable insights that will inform the product roadmap.
• You 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 have at least 2+ years of consulting, account management, onboarding, customer success, or sales experience, working in SaaS and/or early-stage startup settings focused on improving product adoption &activation.
  • You enjoy getting hands-on with SaaS products. Becoming an expert in both the value and technical capabilities of tools is second nature.
  • You are driven &process-oriented. You’re able to effectively balance competing priorities, and make decisions that best support the customer, the team, and Circle. You’re able to efficiently switch contexts from responding to customer emails, to jumping on a customer call, to leading a product training, to meeting with the Product team about an upcoming feature.
  • You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability, and are capable of diagnosing complex issues to recommend the most effective solutions.
  • Self-motivated and proactive. You are biased towards action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom into granular details, and also zoom out to understand the larger strategy and philosophy of how and why decisions are made.
  • You can build strong relationships with people, understands their needs and goals, identify creative solutions, and manage action items through to completion.
  • You have experience in using Hubspot or Salesforce to manage your customer base and pipeline. You are proficient in using CRM reports to slice and dice your data.
  • You are a team player with a high level of integrity and desire to assist your team.
  • You prioritize customer experience, with a focus on customer happiness and retention.
  • You’re resourceful –you may not have all the answers, but you know how to find them.

    $80,000 –$100,000 a year

    A portion of this role’s compensation is variable. The range published is OTE (on target earnings), inclusive of base + variable.

    Cash compensation is a starting point, and we want all of our team members to be able to grow in their roles. In addition to equity, benefits and perks, our cash compensation is subject to an annual review and increase on a once per year basis on the hire date anniversary.

    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.

    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!*

    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.

    Check out our Careers page for more.

    *Your role, location and unique circumstance may affect this.

    Diversity, Equity &Inclusion

    As a fully-remote international company, diversity is baked into our DNA. Here’s how our CEO, Sid Yadav, frames our hiring mission: “let’s find talent in underserved and under-represented corners of the world, set them up to do the best work of their lives, and in turn, change their life.”To achieve this hiring mission, we offer competitive U.S.-benchmarked compensation no matter where someone’s located in the world, and we proactively seek candidates who expand representation of backgrounds, cultures and lived experiences in our teams.

    Equal Employment Opportunity

    Circle is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.

    If you require any accommodations during the recruitment process, please let us know and we will work with you to meet your needs.