Customer Success Manager -- Mid Market

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not Specified

Common Room is seeking a Customer Success Manager to act as a trusted partner to its customers, influencing positive business outcomes. This role involves consulting with high-profile companies like Figma, Confluent, and Notion, understanding their businesses, and maximizing their value from the Common Room platform. The Customer Success Manager will serve as the customer's internal advocate, collaborating with product, sales, education, and marketing teams to ensure customer voices are heard. This position offers a significant opportunity to shape the customer experience and define Customer Success within the company and the broader category.

About Common Room

Common Room is a customer intelligence platform that uses AI enrichment and automation to capture buying signals, enabling companies to reach the right person with the right context at the right time. It addresses challenges posed by siloed solutions, bloated tech stacks, and unactionable intent data by consolidating buying signals to track customer journeys, match signals to people and accounts, and facilitate action and automation. The company has raised over $50 million from investors like Greylock, Index, and Madrona, and is supported by operators from leading companies such as Figma, Stripe, Airtable, Slack, Notion, and Loom. Common Room fosters a team environment that values asking hard questions, collaboration, quick decision-making, simplicity, passion, trust, each other, and customers.

Responsibilities

• 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 the 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 cohesive customer experience.

Requirements

• Not Specified

Application Instructions

• Not Specified