Customer Success Manager, Common Room
$170-210k
+ equity
Customer intelligence platform for go-to-market teams
Posted today
Customer intelligence platform for go-to-market teams
101-200 employees
Posted today
$170-210k
+ equity
101-200 employees
Company mission
To transform how organizations connect with people.
Role
Who you are
- If you're energized by owning outcomes, building genuine executive relationships, and doing the work that actually makes customers stay and grow, we want to hear from you
- You have 5–8 years of experience in Customer Success, Strategic Account Management, or management consulting in a SaaS environment, with a portfolio of named Enterprise accounts you can speak to specifically
- You can point to real retention and expansion outcomes you've owned, not just supported
- You're disciplined about documentation and execution; you understand that what isn't tracked can't be improved, and you default to systems over memory
- You know how to read product usage data and turn signals into account-specific recommendations; you're not waiting for a health score to turn red before you act
- You are genuinely curious: you can navigate a data model, understand an API integration at a conceptual level, and discuss configuration trade-offs with a technical champion without needing to escalate every conversation
- You have invested in becoming a product expert at previous companies: you didn't just use the platform, you understood it deeply enough to teach it and consult on it
- You understand how modern GTM teams are structured (e.g. reps, RevOps, GTM engineers) and can flex your consulting posture accordingly; you're as comfortable discussing workflow automation ROI with a RevOps lead as you are driving adoption with a sales team
- You have at least a working familiarity with AI-assisted workflows, agentic tooling, or data automation and you're genuinely curious about where this is going
- You have worked in Rocketlane, Vitally, or a similar CS platform; Salesforce fluency is expected; Gong or equivalent call review experience is a plus
- You thrive in an environment where the playbook is being built: you're willing to operate within a framework and contribute to making it better
What the job involves
- Our customers are the engine of our business, and we're building a Customer Success organization where every interaction is intentional, every account has a documented success story, and every renewal is anchored in outcomes
- We're hiring a Senior Enterprise Customer Success Manager to own a portfolio of strategic accounts and be the person who makes Common Room undeniably valuable to them
- You'll be a proactive partner: deeply fluent in each customer's business, driving product adoption and value visibility, and working shoulder-to-shoulder with our Account Management team on retention and expansion
- Common Room is evolving from a platform teams log into to the intelligence layer that AI systems, automation pipelines, and GTM workflows run on
- Our CSMs need to evolve with it
- That means consulting on GTM architecture: mapping customer workflows, identifying where AI-assisted execution fits, and guiding customers along a maturity path from UI-first adoption to MCP-embedded rep workflows to CLI-automated production pipelines
- You'll need to earn technical credibility fast
- Our best CSMs can consult on use-case design, integration architecture, and platform configuration as fluently as they can run an EBR
- We will invest in your product mastery to help you get there
- Own a portfolio of ~15–20 Enterprise accounts (>$50K ARR), serving as their primary strategic partner throughout the post-sale lifecycle
- Maintain a documented "why Common Room" success plan for every account tied to a specific business problem, and updated after every QBR
- Build and cultivate multi-threaded relationships across champion, economic buyer, and executive sponsor levels, including RevOps leads and GTM engineers; identify and close relationship gaps before they become renewal risk
- Develop and maintain deep expertise in Common Room's data model, signal types, integrations, and platform configuration; become the customer's most knowledgeable resource on how to use the product effectively
- Consult on use-case design and GTM workflow architecture: not just whether a customer is using the product, but whether they're using it in ways that match their GTM motion and business goals
- Develop fluency in Common Room's MCP and CLI capabilities and their role in AI-embedded GTM workflows; speak confidently to use cases, stakeholder fit, and business outcomes
- Recognize where each customer sits on the adoption maturity spectrum — UI-first, MCP-embedded, or CLI-automated — and actively drive progression as part of your expansion motion
- Translate technical questions and integration challenges into clear guidance; partner with CS Engineering on escalations, but handle Tier 1–2 technical questions independently
- Understand your customers' tech stacks well enough to advise on how Common Room connects to and amplifies their existing systems: CRM, CDP, data warehouse, and AI tooling
- Deliver consistent partnership health summaries and value realization recaps; build value evidence throughout the year so renewal conversations start from a position of strength, not catch-up
- Drive platform adoption, tying customer goals and strategies to measurable outcomes via Common Room, including outcomes unlocked by MCP and CLI as customers mature
- Identify risk early, e.g. champion changes, adoption gaps, organizational shifts, and drive mitigation plans before issues reach the customer relationship
- Deliver recurring, account-specific recommendations pulled from Common Room product signals and tied to each customer's documented success criteria
- Partner with Account Managers on expansion opportunities; connect product adoption trends to upsell and cross-sell conversations
- Facilitate QBRs and EBRs that include a "what's next" growth narrative anchored in MCP, CLI, and AI workflow opportunities
- Connect MCP and CLI outcomes to executive-level metrics, pipeline velocity, rep efficiency, data operations cost, so the business case for expansion is always visible
- Represent the voice of the customer to Product, Marketing, and Sales; surface patterns across your portfolio, not just individual requests
- Collaborate with Implementation Services on customer handoffs; ensure the "why they bought" and the intelligence architecture that supports it are captured at onboarding and carried through the full customer lifecycle
- Partner with CS Engineering when technical configuration or custom agent architecture is needed; know when to escalate and how to stay in the loop
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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