Program Manager, Scaled Customer Success

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 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 strong relationships with key clients, acting as their primary point of contact for strategic guidance and support.
• Oversee timely contract renewals and negotiations, and identify upsell opportunities based on customers evolving needs and our product offerings.
• Partner with key stakeholders and executives on how best to achieve their business goals, and remove roadblocks where necessary; this can range from product adoption, workflow mapping, community consulting, integration audits, and/or capturing product feedback
• Collaborate with clients to develop tailored account plans, including milestones, objectives, and success metrics, while continuously monitoring progress and adjusting strategies as needed.
• Proactively identify potential risks to customer satisfaction and retention, and develop mitigation plans to address issues before they impact the client's success.
• Represent the voice of the customer to provide insights to the product and development teams, contributing to continuous improvement and innovation.
• Collaborate with sales, marketing, product, and support teams to ensure a cohesive and unified approach to the customer experience.

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

• 7+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting roles. SaaS experience is a benefit.
• Strong communication and interpersonal skills that inspire both our clients and your teammates, and the ability to convey concepts to both technical and non-technical audiences.
• Strategic thinker with the ability to understand clients' business challenges and proactively identify opportunities for value creation.
• Proven experience in driving customer retention and expansion.
• Thrive in a fast-paced environment and enjoy building processes from the ground up.
• Experience working with Salesforce and other CRM or GTM systems. 
• Experience in SaaS, technology, or software industries is preferred.