Director, Customer Success

Аbout us
We’re on a mission to make flexible and hybrid work the norm, not just an "extra." We started back in 2015, and today our SaaS platform helps workspace operators and teams worldwide manage the future of work.
We’ve got offices in Sofia, the US, UK, and Australia, but we’re one global team of tech enthusiasts. We believe that freedom and flexibility lead to better work, and we build our products with that same mindset. If you love solving real-world problems with clean code, you’ll fit right in.

About the role

OfficeRnD is hiring a Director, Customer Success to own Customer Success for our Flex product line: the retention number, the team that delivers it, and the quality of what customers experience after they buy. We compete in a market where product and price are closely matched, so experience is where we differentiate, and this role owns the largest part of it.

Initially, you will directly manage the CSM and Strategic Account Director teams as we navigate an organizational transition. As the organization evolves, your role will increasingly focus on leadership, performance, operating model and cross-functional customer outcomes.

This is a hybrid role with 2 days in the office per week. 

What You’ll Own

• The number. Gross and net revenue retention and logo churn for Flex against plan, and the forecasting discipline behind renewals and expansion.
• The team. A distributed group of Customer Success Managers and Strategic Account Directors across the UK, Bulgaria, Australia and the US. Performance standards, coaching, hiring and the operating cadence.
• Coverage and execution. Build a scalable portfolio management model inclusive of segmentation, coverage, capacity and execution strategy.
• Commercial judgement. Advising the team on complex strategic renewals and at-risk mitigation, and approving commercial terms to an agreed threshold.
• Technical Account Management. Holding the TAM function to its objectives through the coverage model and health scorecard, and owning technical health across the strategic book.
• Escalation. Resolution to Director level, including the customer-facing plan. The VP is leveraged at your discretion for effective execution of plan.
• Customer signal. The quality of what flows from the team into our CX intake process, and the changes to the Customer Success motion that follow from it.
• AI-native execution. Continuously improve how Customer Success operates using AI, automation and customer data - from account preparation and risk identification to customer communications, forecasting, playbooks and internal workflows. You should actively look for work that can be automated, augmented or eliminated rather than simply adding headcount.
  
  

What Success Looks Like

• NRR and GDR delivered against plan, with a forecast the business can rely on.
• Retention risk visible early enough to act on, rather than at renewal.
• A team that holds its standard through a leadership transition, with a bench that did not exist before.
• Technical Account Management measurably contributing to retention in our top accounts.
  
  

What to Bring

• 5+ years managing people in Customer Success, Account Management or a comparable post-sale function in B2B SaaS.
• Experience in a B2B SaaS business between $10M and $30M ARR, where the playbook has to work without a large supporting function around it.
• Ownership of an NRR or GRR target at team or function level, with a track record of improving it.
• Experience leading geographically distributed teams across time zones.
• Evidence of using AI and automation to materially improve the productivity, quality or scalability of a Customer Success or post-sale organisation. You should be an active AI user yourself, not someone who delegates AI adoption to Operations.
• Enterprise customer experience: custom contracts, executive engagement and complex commercial negotiation.
• Evidence of designing or materially improving a post-sale operating model, not only running an existing one.
• Comfort being hands-on. This seat holds the operating rhythm of a team while also setting direction.
• Exceptional communication with senior stakeholders internally and at customer executive level.
• Availability to visit customers in person in London regularly and to travel internationally 3-5 times per year.
  

Nice to have

• Onboarding or implementation leadership experience.
• Flex/coworking, proptech or another location-based SaaS business model.
• Experience using or supporting ERP or PMS software.
• Experience leading a team through organisational change or a leadership transition. 
  
  

What we offer in return is the opportunity to join a talented team and also enjoy:

• 25 days paid time off, excluding bank holidays. 
• 1 additional day off for your birthday.
  
• 3 days off for volunteering.
  
• Health, dental and vision insurance.
• Enhanced parental leave. 

If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!

Please note that relocation assistance is not provided for this role.