Customer Success Manager, Mid Market

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Intelligence, SaaS, B2BIndustries

Requirements

The ideal candidate is customer-obsessed and excited to partner with companies in their post-sales lifecycle. They should be able to act as a consultant, deeply understanding customer businesses and needs to maximize value from the Common Room platform. Experience in building and nurturing client relationships, driving customer ROI, managing renewals, negotiations, and expansion opportunities is required. The role also demands strategic advisory and enablement skills, including product expertise, training delivery, and best practice recommendations. Strong account planning abilities and risk mitigation strategies are essential, along with the capacity to represent the voice of the customer internally and collaborate cross-functionally with Sales, Marketing, Product, and Support teams.

Responsibilities

The Customer Success Manager will be responsible for building and nurturing strong, long-term partnerships with key stakeholders and executives to support their strategic goals. They will proactively engage with customers to understand their goals, track KPIs, and ensure they achieve measurable outcomes using Common Room, guiding them to realize the full value of the platform. This includes taking ownership of contract renewals, negotiations, and expansion opportunities, as well as identifying upsell opportunities by aligning customer needs with product offerings. The role involves acting as a product expert and advisor, delivering tailored training sessions, best practice recommendations, and strategic insights to drive adoption and success. Additionally, the Customer Success Manager will collaborate with clients to develop tailored account plans, monitor progress, provide regular updates, and adjust strategies as needed. They will proactively identify potential risks to customer satisfaction and retention and develop mitigation plans. Finally, they will represent customer perspectives to internal teams, providing insights to inform product development and improve the customer experience, and partner closely with internal teams to ensure a seamless customer journey.

Skills

Customer Success

Customer Relationship Management

Account Management

SaaS

B2B

Customer Advocacy

Problem-Solving

Communication

Common Room

Sales and marketing platform for customer insights

About Common Room

Common Room offers a platform that helps businesses track their customer journey across various channels, such as social media and product usage. It identifies potential customers showing intent to purchase, enabling sales teams to engage effectively and enhance their sales process. The platform operates on a freemium model, allowing users to start for free and upgrade for advanced features, and it integrates with various tools like CRM systems for a comprehensive view of customer interactions. The goal is to empower businesses to accelerate their sales pipeline and improve product adoption.

Seattle, WashingtonHeadquarters

2020Year Founded

$102MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

51-200Employees