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 A