Customer Success Manager

Employment Type: Full-Time Location Type: Remote

About Us

Common Room is the customer intelligence platform that captures every buying signal, giving companies superpowers with AI enrichment and automation to reach the right person with the right context at the right time. Despite an explosion of buyer signals, companies are left struggling with siloed point solution vendors, bloated tech stacks, and unactionable "intent" data. Common Room brings together all the buying signals you care about in one place so you can track the entire customer journey, match signals to real people and accounts, take action and automate.

We’ve raised over $50 million from top-tier investors including Greylock, Index, and Madrona to build the world's first customer intelligence platform for modern B2B companies. We’re backed by 25+ operators from the fastest-growing companies in the world such as Figma, Stripe, Airtable, Slack, Notion, Loom, and more.

You + Common Room? You’d be joining a team that revels in asking hard questions, collaborating gladly, and making decisions quickly—a team that values simplicity, passion, trust, each other, and our customers above all. So hello! Please, knock on our door. We'd love to meet you.

Why We Need You

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. If this sounds like something you’re excited about, we’d love to hear from you!

How You’ll Contribute

• 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 our 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.