Full Time / Remote - United States or Canada
As Director of Customer Support at CircleCI your main goal is to help users successfully adopt the CircleCI platform as quickly as possible. You will lead two mission critical functions of the CircleCI Customer Engineering organization; our Customer Success Engineering organization, and our Support Engineering organization. You will have the opportunity to establish our support function as a strategic function helping to drive growth and adoption, rather than the traditional ‘cost center’ reactive experience.
Our Customer Success Engineering team works with our most important accounts to provide a white glove service experience, proactively helping those customers adopt our solution and avoid pitfalls or overcome hindrances. Our Support Engineering team works with all of our users to provide them with the assistance they need as they have questions or need help on their adoption journey. This role is tasked with developing, measuring, testing and implementing initiatives that ensure users of the CircleCI platform have a world class experience. The Director of Customer Support will report directly to the Vice President of Customer Engineering.
Overview of Team:
The Customer Engineering organization drives successful adoption of CircleCI’s offerings by providing technical guidance, assets and content to our customers, partners, and individual practitioners. We develop best practices, maintain assets that templatize common adoption patterns, and provide ‘voice of the customer’ insight back to the rest of the organization. The team is comprised of a Solutions Engineering team, Customer Success Engineering team, Support Engineering team, and Community/Partner Engineering team.
CircleCI is the best platform for software teams looking to rapidly build quality projects, at scale. Our intelligent continuous integration and delivery tools are simple yet powerful. Our aim is to provide the wisdom of a connected development ecosystem to every team member making technology decisions.
We run 12M+ builds a month on our platform for companies like Spotify, Kickstarter, Sony, and Coinbase. Over 25,000 organizations and 300,000 developers actively build, test, and deploy on CircleCI. We’ve raised $59.5M in venture capital from Industry Ventures, Top Tier Capital, Scale Venture Partners, DFJ, Harrison Metal Capital, and Baseline Ventures.
What you'll do:
Hire, retain, and grow the members of the Customer Success and Support Engineering teams
Develop our global coverage and expansion plan for these two functions
Establish the critical metrics that will allow us to represent the efficiency, quality, and outcomes that these teams contribute
Evaluate customer feedback and behaviors to identify improvements that can be made across all of CircleCI to provide a better experience
Collaborate with our Revenue, Product and Engineering teams to improve user experience, increase product engagement, and drive monetization
Develop, test and implement initiatives that reduce user friction and improve product usage
What we're looking for:
Experience in a B2B SAAS business, helping to drive adoption and customer service improvements
Understanding of the B2B growth model and can build a scalable playbook
5-10 years of relevant customer operations experience
Experienced with Freemium to paid models and expertise in experimenting and optimizing all aspects of the conversion and growth playbooks
Experience with the developer space
Incredible communication skills, especially strong at cross departmental collaboration
Scrappy and flexible; thrives in an innovative, fast-paced, growth-oriented, results-driven environment
Strong analytical skills
Passion for our mission, our technology and our innovative approach to achieve aggressive growth limited travel required
If you’re interested in joining the team at CircleCI, please send a resumé and cover letter describing what inspires you and why you think you are a good fit for the team. If you contribute to an open source project, write a blog, or have a presence on the web (Twitter, GitHub, LinkedIn, etc.) we would love to hear about it.
We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users.
CircleCI is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.