Common Great

Customer Success Manager – Enterprise

Common Great

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Develop and maintain strong, long-term partnerships with key stakeholders and executives to support their strategic goals.
  • 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.
  • Take ownership of contract renewals, negotiations, and expansion opportunities. Identify upsell opportunities by aligning customer needs with Common Room’s product offerings.
  • 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.
  • 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.
  • Proactively identify potential risks to customer satisfaction and retention. Develop and execute mitigation plans to address challenges before they impact the client’s success.
  • Represent customer perspectives to internal teams, providing valuable insights that inform product development and improve the customer experience.
  • Partner closely with Sales, Marketing, Product, and Support teams to ensure a seamless and cohesive customer journey.

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.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount Managementstrategic consultingSaaS productsRevenue Operationsretention managementgrowth managementcustomer engagementproblem-solving
Soft Skills
communication skillspresentation skillsconsultative approachstakeholder managementrelationship building