Common Room
SaaS
SeniorEnterpriseCustomerSuccessManager
“Senior Enterprise Customer Success Manager at Common Room. Skills: Customer Success, Account Management, Consulting, AI GTM Platform. Own portfolio of Enterprise accounts. Serve as strategic partner”
What You'll Achieve.
Drive product adoption; Drive value visibility; Drive retention; Drive expansion; Drive customer progression; Build genuine executive relationships; Make customers stay and grow; Achieve renewal; Achieve expansion
Industry & Context.
Root cause analysis; Troubleshooting; Consulting
What They're Looking For.
Must Have
5–8 years Customer Success, 5–8 years Strategic Account Management, 5–8 years management consulting, Portfolio of named Enterprise accounts
Nice to Have
Salesforce fluency, Gong or equivalent call review experience
What You'll Do.
Own portfolio of Enterprise accounts
Serve as strategic partner
Maintain success plan for every account
Update success plan after QBR
Build multi-threaded relationships
Identify relationship gaps
Develop expertise in Common Room
Consult on use-case design
Consult on GTM workflow architecture
Consult on platform configuration
Develop fluency in MCP capabilities
Develop fluency in CLI capabilities
Speak confidently to use cases
Speak confidently to stakeholder fit
Speak confidently to business outcomes
Recognize customer adoption maturity
Drive progression as part of expansion
Translate technical questions
Translate integration challenges
Partner with CS Engineering on escalations
Handle Tier 1–2 technical questions
Advise on Common Room connections
Advise on system amplification
Deliver partnership health summaries
Deliver value realization reports
Drive platform adoption
Tie customer goals to outcomes
Drive mitigation plans
Deliver account-specific recommendations
Tie recommendations to success criteria
Partner with Account Managers on expansion
Connect adoption trends to upsell
Connect adoption trends to cross-sell
Include growth narrative in QBRs/EBRs
Connect MCP outcomes to metrics
Connect CLI outcomes to metrics
Represent voice of the customer
Surface patterns to Product
Surface patterns to Marketing
Collaborate with Implementation Services
Ensure intelligence architecture is captured
Partner with CS Engineering
Know when to escalate
Stay in the loop on escalations
Consult on configuration trade-offs
How You'll Work.
Team & Collaboration
Account Management team; CS Engineering; Implementation Services; Product; Marketing
Communication Scope
Executive presentations; Client meetings; EBRs; QBRs
Applying for this Senior Enterprise Customer Success Manager role?
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