VP, Customer Engineering & Success
About The Position
The VP of Customer Engineering & Success leads CircleCI’s full technical customer journey, from pre-sales technical wins through adoption, support, renewal, and expansion. Reporting to the Chief Revenue Officer, this leader unites Field Engineering, Technical Success Management, Digital Customer Success, and Support Engineering into a connected global organization that delivers a consistent, expert customer experience. The role is accountable for improving net revenue retention, reducing churn, accelerating time-to-value, and strengthening technical win rates. It will establish an efficient customer engagement model across high-touch, pooled, and digital approaches, and serve as the executive voice of the customer to influence product priorities, go-to-market strategy, and annual planning. The organization works across North America, Europe, and Japan, serving engineering organizations of varying sizes.
Requirements
- 15+ years of experience in customer success, solutions or field engineering, technical support, or other technical customer-facing leadership roles, primarily at B2B SaaS companies.
- 10+ years leading leaders, including multi-function organizations combining pre-sales and post-sales technical teams.
- Proven track record owning and improving gross and net revenue retention, churn, and expansion metrics at scale.
- Experience building and scaling global teams across multiple regions and time zones, including follow-the-sun support operations.
- Hands-on experience designing segmented customer engagement models (high-touch, pooled, and digital/scaled), including the supporting tooling and data infrastructure.
- Strong technical foundation in software development, DevOps practices, CI/CD, and cloud technologies, with the credibility to engage directly with customer engineering leaders.
- 10+ years developing go-to-market strategies tied to annual planning and quarterly execution, including headcount and budget ownership.
- Experience working at the executive level in a matrixed environment to influence Product, Engineering, and Sales priorities.
Nice To Haves
- Experience in DevOps, CI/CD, developer tools, or platform engineering companies.
- Background leading organizations through a merger of functions, such as combining pre-sales engineering and post-sales success teams under one leader.
- Experience with consumption- or usage-based pricing models and the related adoption and expansion motions.
- Experience building or scaling a professional services or paid technical advisory offering.
- Experience using AI and automation to scale customer engagement, support deflection, or health monitoring.
- Customer success leadership in a high-growth or post-restructure environment, building new motions from the ground up.
Responsibilities
- Set the vision, strategy, and operating model for a global organization spanning Field Engineering, Technical Success Management, Digital Customer Success, and Support Engineering.
- Integrate pre-sales and post-sales technical engagement into a seamless customer journey.
- Own retention and expansion outcomes, including gross and net revenue retention, churn reduction, and adoption.
- Partner with Sales leadership to drive technical wins and land-and-expand growth.
- Build a customer coverage model matching customer segments to high-touch, pooled, and digital/scaled engagement, using data and automation to scale efficiently.
- Lead, develop, and retain senior leaders and individual contributors across North America, EMEA, and APAC, and build succession plans and career paths.
- Establish metrics, health scoring, forecasting, and operating rhythms for visibility into customer health, support performance, and team productivity.
- Represent the customer at the executive level and work with Product, Engineering, Sales, and Marketing to influence the roadmap, improve the product experience, and align company priorities with customer needs.
Benefits
- Reasonable accommodations are available to participate in the application or interview process, perform essential job functions, and receive other benefits and privileges of employment.
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
