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 is seeking a Customer Success Manager to support our growing community of members in the New York City area. As a key member of Common’s Account Management 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

• Maintaining high member renewal rate, occupancy rate and net promoter score
• Anticipating, triaging and resolving member issues
• Managing the lease renewal process as well as inventory/vacancy in your homes
• Touring prospective members and helping Common’s Sales team convert leads
• Welcoming new members and helping them engage in our community
• Coordinating local community events for our members
• Overseeing local reporting and compliance requirements, as necessary

Requirements

• You have 3+ years in a customer-facing role on an Account Management or Customer Service/Customer Success team
• You have high attention to detail and the ability to proactively identify and resolve customer issues
• You are self-starting, entrepreneurial and have a "no task is too small" attitude
• You are organized, diligent, and able to operate independently 
• You can use data to make decisions, while also adjusting on the fly as situations change
• You have demonstrated that you can set goals and implement systems to keep yourself on track
• You know how to ask for help when you need it, as well as provide feedback that will improve the organization
• Your schedule is flexible and you are willing to work weekends and evenings when necessary

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

• Maintaining high member renewal rate, occupancy rate and net promoter score
• Anticipating, triaging and resolving member issues
• Managing the lease renewal process as well as inventory/vacancy in your homes
• Touring prospective members and helping Common’s Sales team convert leads
• Welcoming new members and helping them engage in our community
• Coordinating local community events for our members
• Overseeing local reporting and compliance requirements, as necessary

Requirements

• You have 3+ years in a customer-facing role on an Account Management or Customer Service/Customer Success team
• You have high attention to detail and the ability to proactively identify and resolve customer issues
• You are self-starting, entrepreneurial and have a "no task is too small" attitude
• You are organized, diligent, and able to operate independently 
• You can use data to make decisions, while also adjusting on the fly as situations change
• You have demonstrated that you can set goals and implement systems to keep yourself on track
• You know how to ask for help when you need it, as well as provide feedback that will improve the organization
• Your schedule is flexible and you are willing to work weekends and evenings when necessary

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.