About Common

Common designs, creates, and operates all-inclusive homes, bringing community, convenience, and flexibility to housing. Common members know their neighbors, have more free time, and the opportunity to transfer to any Common home across the country. Since launching in October 2015, Common has opened more than a dozen homes across New York, San Francisco, Oakland, Washington D.C., and Chicago.

It’s an exciting time to be part of Common’s team. We challenge ourselves every day to not just 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 ensuring 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’s member base is growing rapidly in 2018 and we are looking for a Head of Customer Success to lead our global account management team. The ideal candidate is passionate about our members’ experiences, focusing on the smallest of details while also being able to handle complex operational challenges. You will be an advocate for our community of members, displaying a high degree of empathy and understanding for their experiences at Common. You love building teams, processes and systems that scale. You constantly evaluate workflows and test ideas that can be deployed regionally or nationwide. 

Responsibilities

• Manage, train and develop a growing account management team
• Monitor and manage team against key metrics such as occupancy rate, churn/renewal rate, and tour conversion rate
• Use data and analytics to justify business decisions, member policies and highlight areas for improvements
• Work cross-functionally with Marketing, Sales, Product, Legal and Finance teams to build processes, tools and systems that scale
• Work with our development team to build internal and member-facing products

Requirements

• You have led a sales, customer success, operations, or account management team in a fast paced startup environment
• You have a demonstrated track record of hitting your goals and aligning a team around key metrics
• You have built systems and processes that were flexible and scalable
• You are a leader that can balance the needs of the individuals on your team with organizational goals
• You have experience managing difficult situations
• You have managed a team of local and remote employees – your previous direct reports should be your most enthusiastic advocates
• You have 5+ years of relevant experience

What We Offer Common offers a comprehensive benefits package that includes medical, dental and vision insurance, Life Insurance and Supplemental Life Insurance, AD&D Insurance, STD/LTD Insurance, HSA/FSA, and Commuter Transit Benefits. Additional benefit such as paid vacation, paid sick time, weekly team lunches, weekly in-office happy hours, office snacks, flexible working hours and more are also available. 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 or any other basis protected under applicable law.

Responsibilities

• Manage, train and develop a growing account management team
• Monitor and manage team against key metrics such as occupancy rate, churn/renewal rate, and tour conversion rate
• Use data and analytics to justify business decisions, member policies and highlight areas for improvements
• Work cross-functionally with Marketing, Sales, Product, Legal and Finance teams to build processes, tools and systems that scale
• Work with our development team to build internal and member-facing products

Requirements

• You have led a sales, customer success, operations, or account management team in a fast paced startup environment
• You have a demonstrated track record of hitting your goals and aligning a team around key metrics
• You have built systems and processes that were flexible and scalable
• You are a leader that can balance the needs of the individuals on your team with organizational goals
• You have experience managing difficult situations
• You have managed a team of local and remote employees – your previous direct reports should be your most enthusiastic advocates
• You have 5+ years of relevant experience

What We Offer Common offers a comprehensive benefits package that includes medical, dental and vision insurance, Life Insurance and Supplemental Life Insurance, AD&D Insurance, STD/LTD Insurance, HSA/FSA, and Commuter Transit Benefits. Additional benefit such as paid vacation, paid sick time, weekly team lunches, weekly in-office happy hours, office snacks, flexible working hours and more are also available. 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 or any other basis protected under applicable law.