Scale 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 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.