[Hiring] Digital Customer Success Program Manager @CircleCI

Role Description

We are looking for an exceptional Digital Customer Success Program Manager to join the Customer Engineering & Success team at CircleCI. This is a rare hybrid role built for someone with wide-ranging experience who is equally at home reviewing a CI/CD config file and defining the strategy for a multi-touch digital program that scales across thousands of customers. You will own the vision, design, and continuous evolution of scalable digital programs for our growth and self-serve customer segments, driving feature adoption, reducing churn, and converting monthly customers into long-term annual commitments.

This person brings deep technical fluency in CI/CD and DevOps, a passion for scalable customer programs, and the strategic judgment to navigate complex, cross-functional challenges at scale. They will serve as the subject matter expert and key decision-maker connecting our Growth TSM team, CS Ops, Data & Analytics, and the customers themselves — defining the digital plays that move customers from stuck to successful, and from monthly plans to annual commitments.

What you’ll do:

• Own & Grow the Digital Revenue Assisted Segment and Self-Serve: Define the strategy for and lead the digital Revenue Assisted segment — applying in-depth evaluation of variable customer data, product signals, and tooling (Vitally, Mode, AI) to build and continuously evolve a fully automated, scalable customer journey.
• Technical Content Development: Create and maintain a library of technical adoption content including feature demo videos, config optimization templates, migration guides, and best-practice walkthroughs for CircleCI features.
• Program Design & Optimization: Own the strategic roadmap for digital programs across the full customer lifecycle — from onboarding and feature adoption to early disengagement detection and renewal.
• M2M-to-Annual Conversion: Design and launch CircleCI’s first digital conversion program targeting self-serve customers on monthly Performance plans.
• Customer Unblocking & Technical Triage: Serve as the technical escalation point for digital program-triggered customer issues, reviewing customer configs proactively to identify optimization opportunities.
• AI & Data-Driven Programs: Partner with Data & Analytics to operationalize churn prediction models into automated Digital CS plays.
• Cross-functional Collaboration: Serve as a key cross-functional leader and subject matter expert, building formal networks with stakeholders across and beyond the CS organization.

Qualifications

• Typically 3+ years in Customer Success, Project Management, Developer Relations, or Technical Account Management at a developer-tools or DevOps company.
• Prior experience coordinating or leading cross-functional teams or programs is strongly preferred.
• Hands-on experience with CI/CD pipelines (CircleCI, GitHub Actions, Jenkins, GitLab CI, or equivalent).
• Deep, proven expertise in designing, leading, and continuously evolving sophisticated digital customer programs.
• Experience with CS platforms such as Vitally, Gainsight, Totango, or ChurnZero.
• Comfortable building reports and dashboards (Mode, Looker, or equivalent).
• Excellent written communication skills.

Requirements

• Experience with CircleCI specifically, background in PLG / product-led growth motions or M2M-to-annual conversion.
• Familiarity with HubSpot or Snowflake.
• Experience with AI/ML-driven customer outreach.
• Video production skills for technical walkthroughs.

Benefits

• Competitive salary range: $84,500 — $105,500 USD.
• Reasonable accommodation for individuals with disabilities during the job application or interview process.