Customer Success Manager

About Circuit

Circuit is the AI execution layer for the physical economy.

Industrial and manufacturing enterprises run on expertise: the hard-won knowledge of how complex products are engineered, configured, sold, and supported. That expertise is scarce, slow to transfer, and walking out the door as a generation of experts retires. It lives in PDFs, spreadsheets, and the heads of a few people, and the hardest technical decisions wait on whoever happens to know.

Circuit puts expert judgment in everyone's hands. We capture how the best people make critical technical decisions and turn it into agents that do the judgment-heavy work, so anyone, regardless of skill level, can make the right call, from quote to install and support, with the accuracy these environments demand.

Circuit is built by operators. Our leadership team has built and scaled real industrial companies, and we are already live in production with category-leading manufacturers. We are not bolting AI onto an old playbook. We are building the layer that runs the last mile of how the physical economy executes.

The Role

As a Customer Success Manager, you’ll manage a defined book of Circuit customers and lead accounts from onboarding through adoption, renewal, and expansion. Beyond working with customers, you'll help shape team playbooks, health scoring, and processes we all use every day.

You'll onboard and manage new customers as they land in your segment. This is a foundational role with a clear path to more ownership and scope over time.

You'll work closely with Sales, Product, and your hiring manager to make sure our customers aren't just satisfied; they're advocates. And you'll be one of the loudest voices inside Circuit for what our customers actually need.

Key Responsibilities

• Own onboarding and activation for your accounts, driving time-to-value by deeply understanding customers' strategic priorities and building success plans tied to measurable outcomes, then track adoption and account health throughout the lifecycle and keep records accurate and current in our CRM.

• Become an expert on the Circuit platform. You will need to clearly articulate the value Circuit delivers to teams across a variety of use-cases.

• Help customers build trust in Circuit's AI-driven workflows by explaining how platform agents work, how accuracy is validated, and where human judgment still comes in, so adoption is confident, not cautious.

• Coach customer teams on best practices to ensure usage growth.

• Be the trusted, day-to-day relationship owner for your accounts: the go-to person for product questions, configuration support, and admin issues, building real trust with champions and stakeholders at every level.

• Align with customers on the business outcomes that matter early, then run executive business reviews that prove we're delivering on them.

• Own the renewal process and proactively spot expansion signals for your book, building the relationships and business case needed to grow net revenue retention (NRR), your north-star metric.

• Synthesize feedback and patterns from your accounts, bring them to hiring manager and to Product, and be the internal voice for the customer when their success is on the line.

• Help build the playbooks, success plan framework, and business review process we're creating as an emerging CS function.

Experience

• 2 to 5 years of experience in Customer Success, Account Management, Technical Account Management, or a similar post-sale role in B2B SaaS.

• A track record of retaining and growing a book of accounts, including renewal and expansion ownership.

• Comfort owning a book of business independently, with strong follow-through and organization.

• Familiarity with CRMs and CS tooling (Attio or similar is a plus).

• Bonus: experience with technical, workflow-driven, or AI-powered products, or with manufacturing, industrial, or field service customers.

Human Skills

• Customer-obsessed, but commercially minded. You protect retention and go looking for expansion opportunities proactively.

• A genuinely strong communicator, written and verbal, who leads with empathy and builds trust quickly.

• Organized and detail-oriented, with follow-through people can count on.

• Curious and adaptable. You're energized, not rattled, by an emerging CS org where not everything is built yet.

• Collaborative across Sales, Product, and CS leadership, with low ego and high ownership.

• Credible with executives and other senior stakeholders, translating AI-driven decisions and technical detail into language that builds trust at every level.

What We Offer

• High-caliber team of seasoned manufacturing and AI leaders.

• Help create a category-defining platform transforming how manufacturers sell, support, and innovate.

• Competitive base salary plus variable compensation tied to net revenue retention, meaningful equity, and employer-paid benefits.

• Flexible PTO and access to the latest AI tools.

• A values-driven culture that rewards ownership, curiosity, and velocity.