Customer Success Manager, Common Room
Enterprise
Customer intelligence platform for go-to-market teams
Be an early applicant
Customer intelligence platform for go-to-market teams
101-200 employees
Be an early applicant
101-200 employees
Company mission
To transform how organizations connect with people.
Role
Who you are
- 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
What the job involves
- You'd be joining a team that values simplicity, passion, trust, each other, and our customers above all. We ask hard questions, collaborate gladly, and make decisions quickly
- Our customers are the heartbeat of our business, and we’re searching for a Customer Success Manager who will be a trusted partner to our customers and influence positive business outcomes
- 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
- 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
Our take
Today, organizations are increasingly influenced by their user communities and advocates who provide feedback across various channels. The challenge lies in efficiently aggregating and acting upon this feedback. Common Room is tackling this issue by providing a "high-intensity signal" that helps organizations make sense of community interactions.
At its core, Common Room is an intelligent community growth platform that helps companies foster stronger connections with their communities. Its goal is to leverage community engagement as a competitive advantage, facilitating user interactions and gathering valuable product feedback.
With a broad target market that encompasses organizations of all sizes and industries, Common Room is well-positioned to address the growing need for improved community engagement. Its innovative approach to connecting organizations with their community, along with successful funding rounds, suggests a promising future in this evolving landscape.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Mar 2022
$52m
LATE VC
Mar 2021
$32.3m
SERIES B
Total funding: $104.9m
Company benefits
- Full coverage health, dental, and vision insurance
- Unlimited paid time off and paid holidays
- 401(k) self contribution program
- Stipend to make your workspace shine
Company HQ
Central Business District, Seattle, WA
Leadership
Linda Lian
(Co-Founder & CEO)Previously a Senior Product Manager at Amazon. They also worked as an Associate at Madrona Venture Group and as a Senior Financial Analyst at Lookout.
Viraj Mody
(Co-Founder & CTO)Previously worked in Engineering roles at Microsoft, Dropbox, and Convoy.
Tom Kleinpeter
(Co-Founder & Chief Architect)Previously co-founded the personal music streaming service Audiogalaxy in 2008 and served as the CTO until it was acquired by Dropbox in 2012. They also worked in multiple Engineering roles at Dropbox.
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