Head of Customer Success Full Time NEW

Circuit is building the world’s first manufacturing-focused AI knowledge and workflow platform. Our mission is to help industrial and manufacturing enterprises transform how they sell, support, and collaborate with their dealer, distributor, and customer networks by turning complex product data and documentation into actionable, intelligent workflows across partner enablement, CPQ, and technical support.

Backed by a senior team and strong early enterprise traction, we’re moving fast and we’re looking for a customer-obsessed, commercially sharp CS leader to help us retain, grow, and deeply embed Circuit across our earliest and most strategic customers.

The Role

As Circuit’s first Customer Success hire, you’ll own the post-sale relationship from onboarding through expansion. You’ll be the person our customers trust to get value out of Circuit quickly, and you’ll build the systems, playbooks, and habits that turn early wins into long-term, multi-BU partnerships.

Working closely with Sales, Product, and Leadership, you’ll ensure our customers aren’t just satisfied but advocates. You’ll represent the voice of the customer internally, identifying patterns across accounts and turning them into product feedback and strategic insight for the business.

This is a founding leadership role on the GTM team, reporting directly to the Co-Founder and CPRO, with real ownership over how Circuit retains and grows its customer base. You’ll build the CS function from the ground up, which means you need to be as comfortable in a QBR with a VP of Operations as you are building a health scoring framework in a spreadsheet.

This is an on-site position based in Austin, TX. Candidates must be willing to relocate at their own expense.

Key Responsibilities

Customer Ownership & Expansion

• Own the post-sale customer lifecycle from onboarding and activation through renewal and expansion
• Drive time-to-value for new customers by deeply understanding their workflows and configuring Circuit to deliver measurable impact fast
• Manage complex enterprise accounts with multiple business units and stakeholder layers, proactively mapping expansion opportunities across BUs and building relationships with new champions before the commercial conversation begins
• Proactively identify expansion signals including usage spikes, new BU contacts, and unmet workflow needs, then brief Sales with qualified, context-rich opportunities ready to move
• Develop and maintain success plans tied to measurable customer outcomes and business goals

Support & Escalation

• Serve as the first point of contact for product questions, configuration support, and user and admin issues, triaging effectively and building escalation paths to Sales Engineering for complex technical problems
• Build documentation, guides, and self-service resources that reduce support burden over time and scale your capacity across a growing customer base

Infrastructure & Insight

• Build the foundational CS infrastructure from scratch, including onboarding materials, playbooks, health scoring frameworks, and renewal processes with accurate tracking in Attio
• Serve as the internal voice of the customer, synthesizing feedback across accounts and communicating patterns and priorities to Product and Leadership
• Represent Circuit at customer sites and industry events, deepening relationships and identifying new champions

Experience

• 5-8 years of experience in Customer Success, Account Management, or Solutions Consulting in B2B SaaS or enterprise technology
• Proven track record of retaining and growing a book of enterprise or mid-market accounts, including multi-stakeholder and multi-BU environments
• Experience as the sole or founding CS practitioner who has built process, not just inherited it
• Experience working with complex, workflow-driven products and technical or industrial buyers
• Ability to translate product capabilities into customer outcomes and communicate value in business terms, not feature terms
• Familiarity with CRMs and CS tooling such as Attio or HubSpot
• Bonus: Experience in manufacturing, industrial, field service, or dealer/distributor network contexts

Human Skills

• Deeply empathetic with customers, but proactive and commercially minded. You surface expansion opportunities rather than waiting to be asked
• Strong communicator, written and verbal, with the ability to build trust at multiple levels of an organization
• Organized and detail-oriented, with strong follow-through on commitments
• Curious and adaptable in fast-moving, ambiguous environments
• Collaborative across Sales, Product, and Leadership with low ego and high ownership

Equal Opportunity Employer

Circuit is an equal-opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Who Should Apply

If you want to build the CS function at a company solving a real problem, helping the world’s leading manufacturers unlock AI across their sales and service operations, and you’re ready to own the customer relationship from first onboarding call to multi-BU expansion, we want to talk.