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Salary: USD 84,500 - 105,500 / annual
CircleCI is seeking a Digital Customer Success Program Manager to own the vision, design, and continuous evolution of scalable digital programs for growth and self-serve customer segments. This hybrid role combines technical depth in CI/CD with strategic program management expertise.
Key Responsibilities:
- Own and grow the digital Revenue Assisted segment and self-serve customer journey, applying customer data, product signals, and tooling (Vitally, Mode, AI) to build fully automated, scalable programs.
- 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 such as parallelism, DLC, resource classes, orbs, and test splitting.
- Own the strategic roadmap for digital programs across the full customer lifecycle—from onboarding and feature adoption to early disengagement detection and renewal. Exercise independent judgment in selecting methodologies, evaluation criteria, and optimization approaches.
- Design and launch CircleCI's first digital conversion program targeting self-serve customers on monthly Performance plans, building multi-touch journeys that drive them toward annual Scale commitments and deliver measurable new ARR.
- Serve as the technical escalation point for digital program-triggered customer issues, reviewing customer configs proactively to identify optimization opportunities and turning 1:1 troubleshooting patterns into scalable self-serve resources.
- Partner with Data & Analytics to operationalize churn prediction models into automated Digital CS plays, define requirements for AI-driven outreach, and evaluate tooling to advance digital CS capabilities.
- Serve as a key cross-functional leader and subject matter expert, building formal networks with stakeholders across Growth TSMs, CS Ops, Support Engineering, Data & Analytics, Marketing, and Product. Drive alignment on program strategy and surface customer insights that influence company-level priorities.
Requirements:
- Typically 3+ years in Customer Success, Project Management, Developer Relations, or Technical Account Management at a developer-tools or DevOps company (or 3+ years with a Master's degree, or a PhD with 3+ years; equivalent work experience considered). 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)—ability to read a .circleci/config.yml and identify optimization opportunities.
- Deep, proven expertise in designing, leading, and continuously evolving sophisticated digital customer programs (onboarding sequences, adoption campaigns, lifecycle automations) across complex, variable customer environments, with demonstrated ability to exercise judgment in methodology selection, evaluation criteria, and program evolution to deliver measurable business outcomes.
- Experience with CS platforms such as Vitally, Gainsight, Totango, or ChurnZero, including the ability to configure playbooks, triggers, and automated workflows.
- Comfortable building reports and dashboards (Mode, Looker, or equivalent), analyzing engagement funnels, and making data-driven decisions about program performance.
- Excellent written communication skills—primary author of customer-facing technical content, email sequences, and adoption guides.
- Bonus: 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, or video production skills for technical walkthroughs.
