Customer Success Manager

| Greater NYC Area
About Common
Common is the nation’s leading community-driven property manager, improving city living across 5 cities and for over 600 members. Using our signature approach to perfecting the modern rental experience, Common designs and operates coliving and traditional apartments in New York City, Chicago, San Francisco, Seattle, Los Angeles and Washington, D.C.

Common’s hands-on, end-to-end property management and technology offering allows us to deliver unparalleled services that address the actual needs of today’s renter while providing significantly above-market returns for our real estate partners. This makes us the preferred choice for city-dwelling adults looking for a stress-free and all-inclusive living environment.

It’s an exciting time to be part of Common’s team. We challenge ourselves every day not just to think about ways to make city living better, but to activate on those ideas in meaningful ways. Our team is comprised of real estate professionals, designers, engineers, salespeople, marketers, client service representatives, and so much more. We work collaboratively, value self-startership, and embrace a “whatever it takes” mentality to ensure our work is done and done well.

Common was founded by General Assembly co-founder Brad Hargreaves and has raised over $65MM in venture funding. 

 
About the Role
Common is seeking a Customer Success Manager to support our growing community of members. As a key member of Common’s Customer Success & Experience team, you will manage the relationship between Common and the members in your portfolio of homes. You will serve as the face of Common to your members, ensuring that their experience living with us is a great one.
 
 
Responsibilities 
  • Manage the lease renewal process to maintain a high member renewal rate
  • Execute touch points throughout the customer journey to ensure a smooth move-in and ongoing engagement
  • Handle escalations beyond daily support, including interpersonal disputes between members and safety concerns
  • Facilitate member requests to transfer between homes, including qualification and walkthrough of options
  • Work closely with Experience Managers to execute on member feedback, service recovery, and surprise & delight initiatives
  • Upsell of additional services
  • Potential for quarterly travel to remote markets outside of our NYC HQ 
 
Requirements
  • 2+ years experience in customer service, account management, social work, or a similar role
  • Extreme level of empathy and ability to connect with people from all walks of life; ability to balance a passion for making people happy while setting expectations that will scale
  • Strong communication skills, both verbal and written
  • Impeccable organization, attention to detail, and ability to handle high volume and manage your own time
  • Self-starter that’s comfortable operating in an ambiguous environment and able to make smart decisions quickly using both data and strong emotional intelligence
  • Experience working cross-functionally with a demonstrated ability to both give and receive constructive feedback
  • Experience managing a portfolio in Salesforce or similar CRM
 
What We Offer
Common truly values our employees and wants to do everything to ensure that our employees are not only happy and professionally fulfilled, but also that they have the opportunity to be healthy. Because of this, we are committed to providing a number of affordable and valuable health and wellness benefits for our employees such as paid vacation and sick time, medical, dental and vision insurance, Company paid life insurance, Company paid STD/LTD Insurance, FSA + HSA options, commuter transit benefits, generous paid parental leave (up to 16 weeks!) and a 401K. Additional benefits such as Company equity, paid holidays, weekly team lunches + weekly happy hours, a fully stocked kitchen, flexible working hours, job training + development opportunities + a great wellness program are also available. And as always, we are regularly evaluating our offerings to ensure employees needs are being met.

We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, sexual orientation, gender identity or expression, legally protected physical or mental disability, military or veteran status or any other basis protected under applicable federal or state law.

 
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • RubyLanguages
    • SassLanguages
    • ReactLibraries
    • SidekiqLibraries
    • Next.jsLibraries
    • Ruby on RailsFrameworks
    • GraphqlFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • PeriscopeAnalytics
    • HeapAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • IndesignDesign
    • AsanaManagement
    • TrelloManagement
    • WordpressCMS
    • ContentfulCMS
    • CoscheduleCMS
    • SalesforceCRM
    • MailChimpEmail
    • PardotEmail

Location

You can find our team taking meetings in Bryant Park, catching up over coffee at Blue Stone or commuting right out of Grand Central Station!

An Insider's view of Common

What is your vision for the company?

Common is making city living better by designing and operating community-driven homes. 75 million Americans live with roommates, and Common is addressing this housing need by creating homes designed for sharing through community, convenience, and affordability. With thousands of beds under development, Common is a leader in new ways of living.

Brad

Founder + CEO

What are Common Perks + Benefits

Common Benefits Overview

Common truly values our employees and wants to do everything to ensure that our employees are not only happy and professionally fulfilled, but also that they have the opportunity to be healthy. Because of this, we are committed to providing a number of affordable and valuable health and wellness benefits for our employees.
And as always, we are regularly evaluating our offerings to ensure employees needs are being met.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Common offers company-paid life insurance up to 1x your annual salary.
Pet Insurance
Wellness Programs
In office yoga + meditation and discounts + perks.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Up to 16 weeks paid leave.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Common offers 12 company paid holidays + one floating holiday to use as needed.
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Weekly team lunch provided on Tuesdays!
Happy Hours
In-office weekly bar-cart!
Professional Development Benefits
Job Training & Conferences
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