Customer Success Manager, Common Room
Scale
$100-115k
OTE
+ Equity
Customer intelligence platform
Posted today
Customer intelligence platform
101-200 employees
Posted today
$100-115k
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
- 4+ years of relevant work experience in Customer Success, Scale, Education, Learning & Development, etc. SaaS experience is a benefit
- Experience in project management, onboarding, developing training materials, and expertise in learning tools and platforms
- Excellent writing, editing, and proofreading skills
- Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
- Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption
- Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
- Thrive in a fast-paced environment and enjoy building processes from the ground up
What the job involves
- Our customers are the heartbeat of our business, and we’re searching for a Customer Success Manager, Scale 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’ll play a critical role in shaping our customer journey—focused on creating a meaningful experiences and content that will empower our customers to be successful in using Common Room
- In doing so, you’ll help drive onboarding, adoption, and business strategy for our customers and their communities
- 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!
- Collaborate with scale customers through their customer journey, including customizing the experience according to their use cases and requirements
- Develop strategies for successful onboarding and enablement - balancing scalable, self-serve style training with 1:1 style implementation workshops
- Design, develop, and publish training content (including courses, curriculum, guides, docs, and videos) that ensure successful customer onboarding, adoption and evangelism, and deepen Common Room proficiency
- Create outreach campaigns that drive customer value and adoption
- Lead live learning events, including office hours, webinars, and new customer trainings
- Evaluate and measure campaign effectiveness and the success of adoption and learning initiatives
- Build and maintain strong working relationships with product to ensure onboarding and training content is up-to-date with the latest feature releases and relevant to customer needs
- Build and maintain strong working relationships with Marketing to promote and distribute training content to the right audience
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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