VP of Customer Experience
Appcues
Customer Success Manager, Mid-Market
Common Great
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Serve as a trusted Customer Success Manager for mid-market customers (post-sales lifecycle)
- Develop and maintain long-term partnerships with key stakeholders and executives
- Proactively engage customers to understand goals, track KPIs, and drive measurable ROI using Common Room
- Own contract renewals, negotiations, and expansion opportunities to grow and defend revenue
- Act as product expert: deliver tailored training, best practices, and strategic advisory to enable adoption
- Collaborate on account planning with milestones, objectives, and success metrics and monitor progress
- Proactively identify and mitigate risks to customer satisfaction and retention
- Represent the voice of the customer to Product, Sales, Marketing, and Support
- Partner cross-functionally to ensure a seamless customer journey and influence product improvements
- Opportunity to define Customer Success processes and have direct impact on company growth
Requirements
- 5+ years of experience in Customer Success, Account Management, or strategic consulting roles within a SaaS environment
- Strong understanding of SaaS products (Revenue Operations/RevOps experience is a bonus)
- Proven track record of managing retention and driving growth (GRR/NRR) through high-touch customer engagement
- Excellent verbal and written communication skills, ability to simplify complex concepts for technical and non-technical audiences
- Comfortable delivering presentations to end-users, executives, and large groups
- Strong problem-solving skills with a consultative approach
- Experience using Salesforce and other CRM or GTM systems is preferred
- Ability to serve as a trusted advisor and internal customer advocate
- (From application) Must be legally authorized to work in the United States on a full time basis; will disclose if sponsorship is required
