Growth Technical Success Manager

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:

• Strategic Customer Management: Employ a strategic, one-to-many approach across growth customers — providing top-tier technical guidance, optimization insights, and best practices that maximize the value each customer derives from CircleCI.
• Program Development & Value Acceleration: Design and deliver digital programs, office hours, and scaled touchpoints — in collaboration with the broader growth team — that drive retention, product adoption, and measurable customer outcomes.
• Education & Content at Scale: Create technical educational content (videos, email sequences, webinars) and educate customers on new and existing platform features, ensuring the segment stays informed and engaged without requiring 1:1 time for every interaction.
• AI-Powered Workflows: Leverage AI tools to surface usage insights, draft personalized outreach, analyze customer health signals, and automate repetitive tasks — bringing efficiency and precision to how you manage a large, diverse book of business.
• Cross-functional Collaboration: Partner with Product, Sales, and Support to mitigate churn risk, relay segment-level customer feedback, and tailor communications to meet customers’ specific needs and contexts.
• Continuous Improvement: Contribute to the evolution of playbooks, tooling, and program design by sharing learnings from the segment and staying current on CI/CD trends, platform capabilities, and emerging customer success practices.

What we’re looking for:

• Exceptional written and oral communication skills in both Japanese and English
• 4+ years of experience in B2B customer success, technical support, or account management, including 2–5 years in technical or customer-facing roles within software or technology.
• Solid technical expertise in CI/CD practices, software development workflows, cloud technologies, and DevOps methodologies; proficiency in Git and GitHub is a plus.
• Demonstrated ability to meet or exceed revenue growth and retention targets, with the strategic instincts to identify risk and expansion signals across a large customer base.
• AI fluency — actively using AI tools (e.g., Claude, ChatGPT, Copilot) in day-to-day workflows to draft communications, analyze data, surface insights, or scale customer engagement.
• Proficiency in customer success and support tooling such as Zendesk, HubSpot, Vitally and Mode; comfortable navigating multiple systems and drawing actionable conclusions from data.
• Exceptional written and verbal communication skills with the ability to translate technical value into business impact for a range of audiences.