Digital Customer Success Program Manager

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. If you bring seasoned expertise in building and leading programs that actually work because you understand both the product and the customer at depth, this role was made for you.

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.

• 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. Ensuring programs are scalable to the month-to-month segment.

• 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 such as parallelism, DLC, resource classes, orbs, and test splitting.

• 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. Exercise independent judgment in selecting methodologies, evaluation criteria, and optimization approaches. Own program analytics end-to-end, translating complex, variable engagement signals into measurable business outcomes and actionable program improvements.

• M2M-to-Annual Conversion: 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.

• Customer Unblocking & Technical Triage: 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.

• AI & Data-Driven Programs: Partner with Data & Analytics to operationalize churn prediction models into automated Digital CS plays, define