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Growth Technical Success Manager, JAPAC



IT, Sales & Business Development
Tokyo, Japan
Posted on Tuesday, June 18, 2024

We are looking for an outstanding Growth Technical Success Manager, to join the Customer Success Team who will lead the success and growth of our largest segment of customers. This role is a perfect role for someone with technical expertise who loves applying their critical thinking skills to help customers solve problems, accelerate customer value, and contribute to finding new ways to drive CircleCI adoption through scalable efforts!

This person has strong technical proficiency, loves talking to customers, and wants to think strategically with a one-to-many mindset. They will join a Japan Technical Success team and collaborate with a team of Global Growth Technical Success Managers who are responsible for the entire growth segment of customers ranging in industries and deployment types with strategic, focused efforts on developing a deep understanding of the segment's unique business challenges and ensuring their investment in our products is providing relevant business impact for them.

About Customer Success at CircleCI

Customer Success at CircleCI plays a pivotal role with our customers. The team ensures our customers are getting value from our platform, and identifying ways we can help a customer solve business problems. You'll nurture and grow our portfolio of clients and act as a trusted advisor and ambassador for CircleCI.

In terms of growth, we truly believe in the continued development of each new hire. In joining this team, you’ll take part in a community that believes in development and promotion from within and as a rapidly growing business, there are a lot of opportunities for progression.

What you’ll do:

  • Work out of a pooled approach for all our growth customers focusing on critical tasks such as onboarding and implementation, driving product adoption, accelerating engagement and usage of CircleCI, and assisting customers with technical questions.
  • Dive into our customer's use of CircleCI and provide them with optimization tips and best practices
  • Partner with customers in Japan & APAC to support contractual obligations to retain existing revenue.
  • Manage a customer's existing renewable business. Primary focus is on retention, with a secondary focus on growth.
  • Work closely with customer marketing team to provide feedback on digital programs to increase retention and drive growth
  • Provide acceleration to value, support and outcomes to our annual customers via digital programs, office hours, and Zendesk
  • Educate customers on new and existing features, strategizing on how to optimize their use of the product to receive maximum value
  • Present unique product insights and best practices to customers on Zoom calls
  • Develop content in the form of educational videos and emails, to provide customer success at scale
  • Work cross-functionally to combat churn risks and customize proper notifications for customers based on their use case
  • Provide customer feedback to the product team to ensure the customer's voice is present in product planning

What we’re looking for:

  • Exceptional written and oral communication skills in English and Native/fluent Japanese language skills
  • You can tie business problems to technical solutions and understand technology value propositions
  • High technical proficiency
  • 3-5 years B2B sales, customer success, technical support or account management experience in a customer-facing role
  • Excellent written and verbal communication and presentation skills
  • Technical mentality and passion for learning about software development, cloud environments, and interacting with developers
  • Growth mindset, intellectually curious and bold with innovative ideas to encourage customer dedication and adoption
  • Experience with tools such as Zendesk, HubSpot and Mode. Savvy in navigating multiple systems and data analysis.
  • Record of meeting and exceeding revenue growth and retention targets
  • Emotional intelligence and passion for problem-solving
  • Git and GitHub knowledge is a major plus
  • Previous experience in CI/CD or DevOps tools is a major plus

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

About CircleCI

CircleCI is the world’s largest continuous integration/continuous delivery (CI/CD) platform, and the hub where code moves from idea to delivery. As one of the most-used DevOps tools - processing more than 3 million jobs a day - CircleCI has unique access to data on how the most effective engineering teams work, and the tools to help software companies successfully leverage the power of AI into their commercial applications. Companies like Hinge, HuggingFace, and Samsung use us to improve engineering team productivity, release better products, and get to market faster.

Founded in 2011 and headquartered in downtown San Francisco with a global, remote workforce, CircleCI is venture-backed by Base10, Greenspring Associates, Eleven Prime, IVP, Sapphire Ventures, Top Tier Capital Partners, Baseline Ventures, Threshold
Ventures, Scale Venture Partners, Owl Rock Capital, Next Equity Partners, Heavybit, and Harrison Metal Capital.

CircleCI is 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.