Full-Time Customer Success Manager

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.

Our values:

• Be Customer-centric - We work backwards from the needs of our customers. The crisp articulation of customer value guides our decisions.
• Strive for Simplicity - We choose simplicity over complexity whenever possible. We seek to identify and understand the essential quality of what we are building.
• Make it Happen - We are quick to take the first step, and prioritize decisiveness over fear of making a mistake. We don’t confuse motion for movement and we measure ourselves on impact over actions.
• We’re In this Together - We measure personal success by the success of our customers and teammates. Relationships matter, and the strongest ones are built on the foundations of trust, enablement, and transparency.