Enterprise Technical Success Manager

CircleCI • San Francisco, CA

9h

About The Position

We're seeking an experienced Enterprise Technical Success Manager to drive success and strategic growth across our most valued enterprise customers. As the trusted strategic advisor for your portfolio, you'll partner with engineering leaders and technical stakeholders to ensure CircleCI delivers measurable business impact that transforms how teams ship software.
This role is ideal for customer success professionals with strong technical depth in CI/CD and developer tooling who thrive on solving complex business challenges at scale. You'll manage a diverse book of enterprise accounts across multiple industries and deployment models, developing deep customer partnerships that drive adoption, expansion, and long-term retention. Your technical proficiency combined with strategic relationship management will position you as a trusted advisor who bridges the gap between customer goals and CircleCI's platform capabilities.
About Customer Success at CircleCI
At CircleCI, our Technical Success team is responsible for ensuring customers realize maximum value from our platform by understanding their unique business challenges and demonstrating how CircleCI solves critical problems in their software delivery lifecycle.
The Technical Success team operates with a consultative methodology that combines technical expertise with business acumen. We don't just help customers use the platform; we help them achieve quantifiable outcomes that matter to their business. Our success is measured by customer retention, net dollar retention, and our ability to turn customers into advocates. We're committed to developing our team members through mentorship, continuous learning, and clear paths for career progression.

Requirements

• You can tie business problems to technical solutions and understand technology value propositions
• Proven track record of managing enterprise accounts and meeting or exceeding retention and growth metrics
• Deep experience crafting and implementing success plans
• Strong interpersonal and communication skills, enabling you to connect effectively with diverse stakeholders
• Excellent problem-solving abilities, with a focus on strategic thinking and proactive engagement
• 5-7+ years experience in B2B tech space or SaaS customer success
• A strong technical foundation in software delivery lifecycle, cloud infrastructure and developer tools, preferably in CI/CD
• Previous experience with usage driven pricing models
• Strong knowledge of Customer Success best practices
• Able to travel for customer onsite and events

Responsibilities

• Own an assigned book of enterprise accounts with a focus on onboarding, driving product adoption, demonstrate ongoing value to prevent churn and ensure long term partnerships
• Educate customers on new and existing features, strategizing on how to optimize their use of the product and services to drive business value
• Manage stakeholder relationships across various personas across Engineering teams
• Craft strategic and comprehensive success plans aligned with customers business objectives with quantifiable business outcomes
• Coordinate and lead Quarterly Business Reviews with key stakeholders by presenting usage data, performance metrics, business outcomes, and recommendations
• Work cross departmentally with product, data, engineering, product, support and sales to find solutions to complex scenarios while delivering an outstanding customer experience
• Own partnership with Product, bringing 'voice of the customer' to Product teams, influencing product direction
• Partner with dedicated field engineers ensure technical success
• Manage customer lifecycle and monitor platform usage to identify potential risk and areas of opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees