Customer Success Manager - Mid Market

Common Room, Inc.; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

Common Room, a leading customer intelligence platform, is seeking a Customer Success Manager to enhance customer relationships and drive business outcomes. This role involves consulting with clients, understanding their needs, and maximizing the value they derive from our platform. You'll collaborate with internal teams to ensure customer advocacy and success, shaping the overall customer experience. If you're passionate about customer success and eager to make a significant impact, we want to hear from you!

Benefits

Competitive base compensation with equity ownership

Health insurance including medical, dental, and vision

Unlimited Paid Time Off

Work from home policy

Monthly Remote Stipend

401(k) self contribution

Paid Family Leave

Qualifications

• 5+ years in Customer Success or Account Management in SaaS.
• Strong understanding of SaaS products and Revenue Operations.

Responsibilities

• Develop and maintain strong partnerships with key stakeholders.
• Proactively engage with customers to track KPIs and drive ROI.
• Identify upsell opportunities and manage contract renewals.

Skills

Customer-centric

Problem-solving

Communication

Education

Bachelor's Degree

Tools

Salesforce

Job description

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. 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.

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 seamless and cohesive customer journey.

What We’re Looking For:

• 5+ years of experience in Customer Success, Account Management, or strategic consulting roles within a SaaS environment.

• Strong understanding of SaaS products, with a bonus if you have experience in Revenue Operations (RevOps).

• Proven track record of managing retention and driving growth (GRR/NRR) through high-touch customer engagement.

• Excellent verbal and written communication skills, with the ability to simplify complex concepts for both technical and non-technical audiences.

• Comfortable delivering presentations to a range of audiences, including end-users, executives, and large groups.

• Strong problem-solving skills with a consultative approach to finding solutions that drive customer success.

• Experience using Salesforce and other CRM or GTM systems is preferred.

What Makes You a Great Fit:

• You excel at building and nurturing strong relationships, both with customers and internal teams.

• You are passionate about delivering value to customers and thrive on ROI-driven conversations.

• You are a confident communicator, comfortable engaging with C-suite and VP-level stakeholders.

• You are relentless in pursuing growth opportunities and defending revenue, leaving no stone unturned.

• You create and execute actionable account plans that drive measurable results.

• You effectively manage internal and external stakeholders, ensuring alignment and accountability.

• You possess strong decision-making, organizational, planning, and problem-solving skills.

• You communicate with clarity and influence, gaining consensus to drive positive outcomes.

• You think creatively and offer innovative solutions to meet customer needs.

• You are enthusiastic about Common Room and its mission.

• Customers and teammates genuinely enjoy working with you.

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 benefits:

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.