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Circle
Customer Success Manager, Bi-Lingual (English/Portuguese)
🌎 worldwide
326d ago
About Us
Circle is building the world’s leading all-in-one platform for online communities. We make it possible for creators, coaches, educators, and businesses to bring together their audience with engaging discussions, live streams, events, chat, courses, and payments — all in one place, all under their own brand.

We’re proud to be a fully remote company of around 130 (and growing!) team members from 30+ countries around the world. We strive to find exceptional talent, empower them to do their best work, and in turn, have a meaningful impact in their own lives. We don’t track hours, but we manage for outcomes in an a-synchronous culture.

Twice a year, we bring the whole company together for incredible company retreats in beautiful places around the world!

About the role
We're expanding our customer success team include our first bi-lingual Customer Success Manager, fluent in both English and Portuguese. This role will be reporting to the Enterprise Customer Success Team Lead, but collaborate closely with other folks who are helping lead our expansion into Brazil. We’re looking for a customer-focused, highly energetic, and experienced individual to join the team. Focused on delighting our customers with personalized onboarding and world-class account management, you will help support and partner with around 200 customers by the end of your first year.

You will own a Net MRR target at Circle, leveraging tactics to help retain customers and grow their accounts.

This is a 100% remote role, and we have a strong preference for candidates residing in AMER (North/South America) time zones.
A portion of this role's compensation is variable. The range published is OTE (on target earnings), inclusive of base + variable.

Cash compensation is a starting point, and we want all of our team members to be able to grow in their roles. In addition to equity, benefits and perks, our cash compensation is subject to an annual review and increase on a once per year basis on the hire date anniversary.

What you'll be doing

  • Onboarding new Portuguese-speaking clients by understanding their goals & vision, then helping them learn how to accomplish their goals using Circle, while consulting on community design, strategy best practices, and technical integrations. Launch can be as quickly as 3-4 weeks from the time of sale.
  • You’ll work directly with customers through video meets to help train them on Circle, and assist with planning out the vision of their community. In addition to calls, it is expected to provide prompt follow-up emails and responses to customer questions.
  • After onboarding, you’ll host quarterly community reviews where you analyze usage patterns to provide proactive insights, guidance, and recommend specific solutions related to your customer’s goals and priorities.
  • You’ll be passionate about building relationships, and helping our clients succeed in building an engaging community while establishing yourself as a trusted advisor along their journey.
  • You’re a product expert on the Circle platform, how to integrate with it, and best practices on how to build and manage communities. You develop and maintain a deep understanding of our products or services, staying up-to-date with industry trends and best practices.
  • You deliver on high levels of customer satisfaction and NPS (Net Promoter Score).
  • You efficiently build, iterate, and execute expansion and renewal playbooks to help ensure customers realize the full value of the Circle platform.
  • Build strong internal partnerships with cross-functional teams inside and beyond the Customer Success organization, including Onboarding, Sales, Support, Product, Marketing, and Revenue Operations.
  • You act as an internal advocate for customers by creating and managing feedback loops, and gathering actionable insights that will inform the product roadmap.
  • You contribute to the ongoing improvement of our customer success processes and methodologies.
    • ,

    What you'll need to be successful

  • Strong alignment with our values. Find our values on our career page if you haven’t read up on them yet.
  • You are proficient in English (spoken, written, and reading) at a CEFR Level C2 / ILR Level 5, as well as Portuguese.
  • You have at least 2+ years of consulting, account management, customer success, or sales experience, working in SaaS and/or early stage startup settings.
  • You have worked at software company in the past that is used by SMB customers, and have leveraged product usage data in your approach to expanding accounts.
  • You enjoy getting hands-on with SaaS products. Becoming an expert in both value and technical capabilities of tools is second nature.
  • You have experience in using Hubspot or Salesforce to manage your customer base and pipeline.
  • You are a team player with a high level of integrity and desire to assist your team.
  • You prioritize customer experience with a focus on customer happiness and retention.
  • Builds strong relationships with people, understands their needs and goals, identifies creative solutions, and manages action items through to completion.
  • You have an aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability.
  • You’re resourceful --you may not have all the answers, but you know how to find them.
  • Self-motivated and proactive. You bias to action and work effectively in a highly ambiguous, ever-changing environment. You’re able to zoom into granular details, and also zoom out to understand the larger strategy and philosophy of how and why decisions are made.
    • The fun stuff
    Fully remote: work from anywhere in the world!
    Autonomy and trust to do your job: we care about outcomes over everything else.
    Paid time away: all employees are given 35 days of PTO annually.
    Generous U.S. benchmarked compensation and startup equity no matter where you are in the world.*
    Awesome medical coverage with 100% coverage for you and your family, or medical reimbursement options where applicable!*
    Home office stipend to help you get up and running.
    Learning & development stipend to help you level up your professional skills.
    Annual bonus potential for roles that don't already receive variable income or commission.
    Company retreats: Twice a year, the Circle team gets together for a fully paid company retreat in incredible places around the world! We’ve had past retreats in Colombia, Portugal, and Mexico, with more planned on the horizon.
    Check out our Careers page for more.
    *Your role, location and unique circumstance may affect this.

    Diversity, Equity & Inclusion
    As a fully-remote international company, diversity is baked into our DNA. Here’s how our CEO, Sid Yadav, frames our hiring mission: “let’s find talent in underserved and under-represented corners of the world, set them up to do the best work of their lives, and in turn, change their life.” To achieve this hiring mission, we offer competitive U.S.-benchmarked compensation no matter where someone’s located in the world, and we proactively seek candidates who expand representation of backgrounds, cultures and lived experiences in our teams.

    Equal Employment Opportunity
    Circle is an equal opportunity employer and as such, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws.
    If you require any accommodations during the recruitment process, please let us know and we will work with you to meet your needs.

    Please mention that you found the job on Real Work From Anywhere, this helps us grow. Thanks.