Customer Success Manager, Common Room
$100-150k
OTE
+ Equity
Customer intelligence platform
Posted today
Customer intelligence platform
101-200 employees
Posted today
$100-150k
OTE
+ Equity
101-200 employees
Company mission
To put companies in the driver's seat of the modern customer journey by helping them tap into the product usage trends, social intent, and community conversations that fuel growth.
Role
Who you are
- 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting roles. SaaS experience is a benefit
- Strong communication and interpersonal skills that inspire both our clients and your teammates, and the ability to convey concepts to both technical and non-technical audiences
- Strategic thinker with the ability to understand clients' business challenges and proactively identify opportunities for value creation
- Proven experience in driving customer retention and expansion
- Thrive in a fast-paced environment and enjoy building processes from the ground up
- Experience working with Salesforce and other CRM or GTM systems
- Experience in SaaS, technology, or software industries is preferred
What the job involves
- 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
- Few roles provide such a direct impact on the growth of the company
- Build and nurture strong relationships with key clients, acting as their primary point of contact for strategic guidance and support
- Oversee timely contract renewals and negotiations, and identify upsell opportunities based on customers evolving needs and our product offerings
- Partner with key stakeholders and executives on how best to achieve their business goals, and remove roadblocks where necessary; this can range from product adoption, workflow mapping, community consulting, integration audits, and/or capturing product feedback
- Collaborate with clients to develop tailored account plans, including milestones, objectives, and success metrics, while continuously monitoring progress and adjusting strategies as needed
- Proactively identify potential risks to customer satisfaction and retention, and develop mitigation plans to address issues before they impact the client's success
- Represent the voice of the customer to provide insights to the product and development teams, contributing to continuous improvement and innovation
- Collaborate with sales, marketing, product, and support teams to ensure a cohesive and unified approach to the customer experience
Our take
Today, organizations are increasingly influenced by their user communities and advocates who provide feedback across various channels. The challenge lies in aggregating and acting upon this feedback efficiently, and Common Room is tackling this issue by providing a "high-intensity signal" that helps organizations make sense of community interactions.
Common Room is an intelligent community growth platform that helps companies foster stronger connections with their communities by bridging the gap between organizations and their people. 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 solutions. Its innovative approach to connecting organizations with their community, along with successful funding rounds, suggests a promising future in the evolving landscape of software and community engagement.
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 values
- Be Customer-centric: We work backward from the needs of our customers. The crisp articulation of customer value guides our decisions
- Strive for Simplicity: We choose simplicity over complexity whenever possible. We seek to identify and understand the essential quality of what we are building
- Make it Happen: We are quick to take the first step and prioritize decisiveness over fear of making a mistake. We don't confuse motion for movement and we measure ourselves on impact over actions
- We're In this Together: We measure personal success by the success of our customers and teammates. Relationships matter, and the strongest ones are built on trust, enablement, and transparency
Company HQ
Central Business District, Seattle, WA
Articles
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.
Francis Luu
(Co-Founder & Designer)Previously worked at Facebook and Microsoft.
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