Customer Success Manager, Mid Market

Common Room

110d

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• Account Planning: Collaborate with clients to develop tailored account plans, including milestones, objectives, and success metrics.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees