Customer Success Manager – Mid Market

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October 28

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Common Great

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Charity • Non-profit • Digital Marketing

Common Great is a consultancy that specializes in helping nonprofits innovate their fundraising strategies and enhance their digital marketing efforts. With a focus on using effective tools and technology, Common Great empowers nonprofits to reach their fundraising goals while navigating the complexities of modern donor engagement. They are committed to promoting equitable practices in the nonprofit sector and offer discounted services to organizations led by underrepresented communities.

2 - 10 employees

Founded 2022

🤲 Charity

🤝 Non-profit

📋 Description

• 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