Enterprise Customer Success Manager

About us Common Room is the AI GTM Platform that empowers your teams with AI agents built on complete buyer intelligence. We unify every signal across the full buyer journey into one continuously-updated, person-level view—so your team knows exactly who to target and why, what to say, and when to reach out. GTM teams are drowning in tool sprawl, fragmented data, and AI that doesn't deliver. Common Room replaces your disconnected stack with one platform built for scale and complexity. We bring together data, orchestration, and execution in one system built for orgs of 75-1000+. We've raised over $50 million from top-tier investors including Greylock, Index, and Madrona, and we're backed by 25+ operators from companies like Figma, Stripe, Airtable, Slack, Notion, Loom, and more. Why we need you Our customers are the engine of our business, and we're building a Customer Success organization where every interaction is intentional, every account has a documented success story, and every renewal is anchored in outcomes. We're hiring a Senior Enterprise Customer Success Manager to own a portfolio of strategic accounts and be the person who makes Common Room undeniably valuable to them. You'll be a proactive partner: deeply fluent in each customer's business, driving product adoption and value visibility, and working shoulder-to-shoulder with our Account Management team on retention and expansion. Common Room is evolving from a platform teams log into to the intelligence layer that AI systems, automation pipelines, and GTM workflows run on. Our CSMs need to evolve with it. That means consulting on GTM architecture: mapping customer workflows, identifying where AI-assisted execution fits, and guiding customers along a maturity path from UI-first adoption to MCP-embedded rep workflows to CLI-automated production pipelines. You'll need to earn technical credibility fast. Our best CSMs can consult on use-case design, integration architecture, and platform configuration as fluently as they can run an EBR. We will invest in your product mastery to help you get there. If you're energized by owning outcomes, building genuine executive relationships, and doing the work that actually makes customers stay and grow, we want to hear from you. How you'll contribute Account ownership and relationship management 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 Technical expertise and product fluency 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: not just whether a customer is using the product, but whether they're using it in ways that match their GTM motion and business goals Develop fluency in Common Room's MCP and CLI capabilities and their role in AI-embedded GTM workflows; speak confidently to use cases, stakeholder fit, and business outcomes Recognize where each customer sits on the adoption maturity spectrum — UI-first, MCP-embedded, or CLI-automated — 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 your customers' tech stacks well enough to advise on how Common Room connects to and amplifies their existing systems: CRM, CDP, data warehouse, and AI tooling Value delivery and retention Deliver consistent partnership health summaries and value realization recaps; build value evidence throughout the year so renewal conversations start from a position of strength, not catch-up Drive platform adoption, tying customer goals and strategies to measurable outcomes via Common Room, including outcomes unlocked by MCP and CLI as customers mature Identify risk early, e.g. champion changes, adoption gaps, organizational shifts, and drive mitigation plans before issues reach the customer relationship Proactive recommendations and expansion Deliver recurring, account-specific recommendations pulled from Common Room product signals and tied to each customer's documented success criteria Partner with Account Managers on expansion opportunities; connect product adoption trends to upsell and cross-sell conversations Facilitate QBRs and EBRs that include a "what's next" growth narrative anchored in MCP, CLI, and AI workflow opportunities Connect MCP and CLI outcomes to executive-level metrics, pipeline velocity, rep efficiency, data operations cost, so the business case for expansion is always visible Cross-functional contribution Represent the voice of the customer to Product, Marketing, and Sales; surface patterns across your portfolio, not just individual requests Collaborate with Implementation Services on customer handoffs; ensure the "why they bought" and the intelligence architecture that supports it are captured at onboarding and carried through the full customer lifecycle Partner with CS Engineering when technical configuration or custom agent architecture is needed; know when to escalate and how to stay in the loop You'll thrive here if You have 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 You can point to real retention and expansion outcomes you've owned, not just supported You're disciplined about documentation and execution; you understand that what isn't tracked can't be improved, and you default to systems over memory You know how to read product usage data and turn signals into account-specific recommendations; you're not waiting for a health score to turn red before you act You are genuinely curious: you can 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 You have invested in becoming a product expert at previous companies: you didn't just use the platform, you understood it deeply enough to teach it and consult on it You understand how modern GTM teams are structured (e.g. reps, RevOps, GTM engineers) and can flex your consulting posture accordingly; you're as comfortable discussing workflow automation ROI with a RevOps lead as you are driving adoption with a sales team You have at least a working familiarity with AI-assisted workflows, agentic tooling, or data automation and you're genuinely curious about where this is going You have worked in Rocketlane, Vitally, or a similar CS platform; Salesforce fluency is expected; Gong or equivalent call review experience is a plus You thrive in an environment where the playbook is being built: you're willing to operate within a framework and contribute to making it better Common Room is committed to building a team that reflects the diversity of the customers and communities we serve. The compensation range for this position is between $170,000 and $210,000 (plus equity) depending on experience. 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. Our benefits Our investment in caring for our employees and their families is a key part of our values and culture at Common Room: 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 Common Room provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.