Customer Success Manager

Swooped; United States; Hybrid; USD 100,000 - 115,000; Full time

Benefits offered by this job

Health insurance (medical, dental, and

Unlimited Paid Time Off

Paid Company Holidays

Work from home policy including a loan

Job summary

Common Room is seeking a Customer Success Manager, Scale to be a trusted partner to our customers and influence positive business outcomes across the scale segment.

You will collaborate across onboarding, enablement, and training content—creating courses, guides, and videos—while coordinating with product and marketing to keep content current and widely adopted. You’ll lead live events and measure outcomes to drive retention and expansion.

Qualifications

• 4+ years in Customer Success or related fields.
• Experience in onboarding and creating training materials.
• Excellent writing, editing and proofreading skills.
• Strong empathy and communication skills.
• Ability to thrive in a fast-paced environment and build processes.

Responsibilities

• Collaborate with scale customers through their journey and customize experiences.
• Develop onboarding and enablement strategies balancing self-serve and 1:1 workshops.
• Create training content (courses, guides, docs, videos) for onboarding and adoption.
• Create outreach campaigns to drive value and adoption.
• Lead live learning events (office hours, webinars, trainings).
• Evaluate campaign effectiveness and adoption success.
• Coordinate with product to keep training content up-to-date with features.
• Coordinate with Marketing to promote training content to the right audience.

Skills

Customer Success

Project Management

Onboarding

Training materials

Writing

Communication

Empathy

Fast-paced environment

Job description

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.

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. And 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.

Why we need you:

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.

How you’ll contribute:

• 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.

You will enjoy being a member of our team if you:

• 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.

This position offers a competitive compensation range of $100,000 to $115,000 OTE, accounting for experience, qualifications, and includes significant equity ownership.

Our values:

• Be Customer-centric - We work backwards 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 the foundations of trust, enablement, and transparency.

Our investment in caring for our employees and their families is a key part of our values and culture at Common Room:

• Competitive base compensation with meaningful equity ownership
• Health insurance including medical, dental, and vision, HSA and FSA
• We pay 100% of your employee premium and 50% of your premium for any dependents
• Unlimited Paid Time Off
• Paid Company Holidays
• Work from home policy including a laptop and support for your home office needs
• Monthly Remote Stipend
• 401(k) self contribution
• Paid Family Leave
• Opportunity to join a diverse, passionate, and fun team at a pivotal time in the company’s lifecycle

Common Room provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Common Room

AI-native GTM Platform powering Precision GTM at scale

Common Room empowers go-to-market teams with advanced signal capture and AI-driven insights to optimize targeting, engagement, and conversion strategies.

Software Development Technology, Information and Internet Technology, Information and Media

Seattle, Washington, US San Francisco, CA, US