Customer Success Manager, Common Room

• 5+ years of experience in Customer Success, Account Management, or strategic consulting roles within a SaaS environment
• Strong understanding of SaaS products, with a bonus if you have experience in Revenue Operations (RevOps)
• Proven track record of managing retention and driving growth (GRR/NRR) through high-touch customer engagement
• Excellent verbal and written communication skills, with the ability to simplify complex concepts for both technical and non-technical audiences
• Comfortable delivering presentations to a range of audiences, including end-users, executives, and large groups
• Strong problem-solving skills with a consultative approach to finding solutions that drive customer success
• Experience using Salesforce and other CRM or GTM systems is preferred

Desirable

• We are looking for a full time customer-obsessed builder that is excited to partner with companies including Figma, Confluent, and Notion in their post-sales lifecycle
• You will be a consultant to these customers, deeply understanding their businesses and needs in order to maximize the value they get from using Common Room
• You will serve as the customer’s internal advocate and work closely with product, sales, education, and marketing to ensure the voice of the customer is represented in all we do
• You’ll play a critical role in shaping our customer experience—focused on creating meaningful interactions across onboarding, adoption, and business strategies for our customers and their users
• You’ll have the opportunity to define what Customer Success looks like at Common Room and in the category we’re creating. Few roles provide such a direct impact on the growth of the company. If this sounds like something you’re excited about, we’d love to hear from you!
• Build and Nurture Client Relationships: Develop and maintain strong, long-term partnerships with key stakeholders and executives to support their strategic goals
• Drive Customer ROI: Proactively engage with customers to understand their goals, track key performance indicators (KPIs), and ensure they achieve measurable outcomes using Common Room. Guide customers in realizing the full value of our platform
• Grow and Defend Revenue: Take ownership of contract renewals, negotiations, and expansion opportunities. Identify upsell opportunities by aligning customer needs with Common Room’s product offerings
• Strategic Advisory & Enablement: Act as a product expert and advisor, delivering tailored training sessions, best practice recommendations, and strategic insights. Enable customers to drive adoption and success through ongoing education and support
• Account Planning: Collaborate with clients to develop tailored account plans, including milestones, objectives, and success metrics. Monitor progress, provide regular updates, and adjust strategies as needed to ensure continued success
• Risk Mitigation: Proactively identify potential risks to customer satisfaction and retention. Develop and execute mitigation plans to address challenges before they impact the client’s success
• Voice of the Customer: Represent customer perspectives to internal teams, providing valuable insights that inform product development and improve the customer experience
• Cross-Functional Collaboration: Partner closely with Sales, Marketing, Product, and Support teams to ensure a seamless and cohesive customer journey