Customer Success Manager, Scale

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, Scale 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’ll play a critical role in shaping our customer journey—focused on creating a meaningful experiences and content that will empower our customers to be successful in using Common Room. In doing so, you’ll help drive onboarding, adoption, and business strategy for our customers and their communities.

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:

• 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 c