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Customer Success Manager at Common Networks
San Francisco, CA, US
Common Networks was founded on the idea that everyone should have a choice for fast, affordable access to broadband internet. Right now, most homes in the U.S. don't, in fact 62% of homes live in a monopoly broadband market. High-speed access unlocks all the superpowers on the internet. When it works, it can be a great leveling force across the world, giving everyone access to educational tools, entertainment, immediate translations, or even medical care that they wouldn’t otherwise have.
 
Common Networks provides suburban neighborhoods with internet using wireless technology. We interconnect homes in a neighborhood, creating a mesh network between homes and our fiber internet sources. A whole community can then have fast and reliable internet service with only a few locations needing fiber access.
 
 
Role
 
As the Customer Success Manager, you’ll be responsible for all customer facing interactions with Common Networks - from messaging to metrics, you’ll set the goals and priorities for how we build a best-in-class customer facing operation across multiple markets. You will lead all customer facing content using our combined CRM / CMS,  aggregate customer insights to share with product / engineering / leadership – advocating for the needs of customers to get implemented into our product and processes.

What You Do

    • You are the voice of the company to our customers – you care about making every interaction with Common Networks meaningful and memorable.
    • You act as the liaison between customers and product / engineering, advocating for the right changes and features to be implemented.
    • You run day-to-day customer support operations and handle day-to-day customer facing work to make customer communication seamless & scalable.
    • You set the goals and priorities for building a best-in-class support organization. You focus on building a scalable and flexible process to enable excellent support for new types of customers (like SMBs) and new markets.
    • You choose, implement, and manage the tools and process to enable our support operations. From how we triage and escalate issues to how we manage relationships with different types of customers and partners.
    • You build the process and manage the flow between field teams and customers to ensure processes like service calls, appointment cancellations, and installations run smoothly for both our customers and ops teams.
    • You manage a small team of Customer Success Specialists

Who You Are

    • Customer Focus: Dedicated to exceeding expectations of all customers, internal and external, always acting with the customer in mind. Able to establish effective relationships with customers, and use customer insights to improve products and services.
    • Approachability / Patience: Willing to spend extra effort to put others at ease and build rapport – you are warm and sensitive to the needs of others. Makes a point to fully understand people and data before acting, then follows established process and pacing.
    • Metrics Oriented: Analytical and metrics-oriented.  You use data-driven decision making and judgment to run tests and improve anything from support responses to product improvements.
    • Learning on the Fly: Open to change and learn quickly when faced with new problems – you quickly grasp new concepts and can apply them to your work. You are relentless in finding solutions to existing and new issues.
    • Action Oriented: You enjoy a challenge, can act with a minimum of planning, and seize opportunities when they come your way. You can be counted on to complete tasks & projects on-time.
    • Ambiguity / Composure : Flexible and excited to work in a fast paced, rapidly evolving environment.

Must Haves

    • BA/BS 8+ years of experience in customer service and/or customer facing operational roles
    • Experience working with a CRM and/or CMS
    • Some experience mentoring or managing people
    • Excited to work in a startup environment
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