Customer Success Manager

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🕒 2 days ago

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Common Great

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

🤲 Charity

🤝 Non-profit

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.

📋 Description

• Own a portfolio of ~15–20 Enterprise accounts (>$50K ARR), serving as their primary strategic partner throughout the post-sale lifecycle • Maintain a documented "why Common Room" success plan for every account tied to a specific business problem, and updated after every QBR • Build and cultivate multi-threaded relationships across champion, economic buyer, and executive sponsor levels, including RevOps leads and GTM engineers; identify and close relationship gaps before they become renewal risk • Develop and maintain deep expertise in Common Room's data model, signal types, integrations, and platform configuration; become the customer's most knowledgeable resource on how to use the product effectively • Consult on use-case design and GTM workflow architecture: ensure effective product utilization that matches customer goals • Develop fluency in Common Room's MCP and CLI capabilities and their role in AI-embedded GTM workflows; confidently relate use cases, stakeholder fit, and business outcomes • Recognize customer adoption maturity spectrum and actively drive progression as part of your expansion motion • Translate technical questions and integration challenges into clear guidance; partner with CS Engineering on escalations, but handle Tier 1–2 technical questions independently • Understand customers' tech stacks to advise on how Common Room connects to and amplifies their existing systems • Deliver consistent partnership health summaries and value realization recaps; build value evidence throughout the year for renewal conversations • Drive platform adoption, tying customer goals and strategies to measurable outcomes • Identify risk early and drive mitigation plans before relationship issues arise • Deliver recurring, account-specific recommendations tied to customers' documented success criteria • Partner with Account Managers on expansion opportunities and facilitate QBRs and EBRs

🎯 Requirements

• 5–8 years of experience in Customer Success, Strategic Account Management, or management consulting in a SaaS environment, with a portfolio of named Enterprise accounts you can speak to specifically • Real retention and expansion outcomes you've owned, not just supported • Disciplined about documentation and execution; you understand that what isn't tracked can't be improved, and you default to systems over memory • Able to read product usage data and turn signals into account-specific recommendations • Genuinely curious: navigate a data model, understand an API integration at a conceptual level, and discuss configuration trade-offs with a technical champion without needing to escalate every conversation • Invested in becoming a product expert at previous companies: understood it deeply enough to teach it and consult on it • Working familiarity with AI-assisted workflows, agentic tooling, or data automation • Experience in Rocketlane, Vitally, or a similar CS platform; Salesforce fluency expected; Gong or equivalent call review experience is a plus • Thrive in an environment where the playbook is being built; willing to operate within a framework and contribute to making it better

🏖️ 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