Customer Success Manager at Common

| Greater NYC Area
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About Common
Common is the nation’s leading residential brand offering convenience and community through coliving and traditional apartments. Our signature approach to end-to-end property management and technology offerings allows us to deliver unparalleled experiences across 27 buildings, 6 cities, and over 800 members. Common is the preferred choice for both residents looking for a stress-free and all-inclusive living environment, and for real estate owners seeking reliable, above-market returns. Launched in October 2015, we now operate homes in New York City, Chicago, Los Angeles, San Francisco, Oakland, Seattle, and Washington, D.C. and receive over 3,000 new member applications per week.
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. This role reports to the Senior Manager of Customer Success.
 
 
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
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    • Next.jsLibraries
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    • Google AnalyticsAnalytics
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    • 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 are some social events your company does?

Every Thursday we host the "happiest hour" at 5 PM in our office. This is a great way for teams to mingle and take a break from work while playing chess, checkers, Jenga, etc. with people on other teams over some beer, rosé and mocktails.

Jodi

Senior Manager, Leasing

What does your typical day look like?

In a typical day, we are working with individuals from different departments to ensure they have the right tools and data insights they need to power smarter decision making. This could involve connecting systems, building analytical dashboards, or simply being a strategic thought partner to help answer complex questions.

Saumil

Senior Strategy + Business Intelligence Manager

What does career growth look like on your team?

Cross-department moves and promotions are encouraged and welcomed always! On my team specifically, my manager is super interested in helping us grow and learning what responsibilities we want to take on to further our career growth. We focus on each other's strengths and make sure that we are working at our full potential.

Christina

Payroll + Benefits Manager

How do you empower your team to be more creative?

We strive to create a culture where everyone is encouraged to search for both new ideas and new ways to approach problems. The “why” matters just as much as the “what.” I’ve found this to be critical to my team’s success as we are always trying to identify new opportunities in our underwriting to improve building performance and be more efficient.

Eric

Vice President, Platform

What makes someone successful on your team?

On Common’s marketing team, I love that success means more than just putting your head down and getting the work done. Everyone is empowered and encouraged to take a step back, look at the bigger picture, and decide what’s really important for our consumers to know about us. It allows us to not get too in the weeds and be the best team we can be.

Molly

Associate Director, Brand Marketing

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.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
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.
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga.
Mental Health Benefits
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
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
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!
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Paid industry certifications
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