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Director, Client Success and Renewal

18 hours, 48 minutes ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
OfficeSpace Software

OfficeSpace Software

OfficeSpace Software is the world's leading workplace management platform that provides a complete solution for the allocation and management of company workspaces. With a focus on efficiency and user-friendly tools, OfficeSpace empowers organizations ...

Internet Software & Services
251-1K
Founded 2004
$150M raised
View All Jobs 5

Description

  • Build and lead a high-performing Client Success and Renewals function across mid-market segments.
  • Own net revenue retention, gross retention, and renewal forecasting accuracy.
  • Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists.
  • Design a proactive, data-driven, expansion-oriented renewal motion.
  • Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection.
  • Drive executive-level customer engagement for high-value and at-risk accounts.
  • Partner with Sales, Product, and Support to close feedback loops and improve customer outcomes.
  • Standardize playbooks for onboarding, adoption, renewal, and expansion.
  • Use data to identify growth opportunities and optimize account strategies.
  • Build dashboards and reporting that provide visibility into retention performance and risk.
  • Elevate customer conversations from reactive support to strategic partnership.
  • Drive operational rigor through clean data, disciplined forecasting, and consistent execution.
  • Stay ahead of AI tooling, agentic workflows, and customer success technology to bring new capabilities into the team.
  • Develop enterprise-grade engagement models for complex stakeholder environments, multi-site deployments, and long contract cycles.

Requirements

  • 8+ years of experience in Customer Success, Account Management, or Renewals in B2B SaaS.
  • 3+ years of experience leading managers and scaling customer-facing teams.
  • Proven ownership of retention metrics including NRR, GRR, and churn reduction.
  • Experience managing mid-market or scaled customer segments.
  • Strong commercial instincts with experience driving renewals, upsells, and expansion.
  • Ability to design systems, not just manage people.
  • AI fluency with experience using AI tools for forecasting, customer insights, or workflow automation.
  • Ability to translate data into action and executive-level narratives.
  • Strong cross-functional leadership and ability to influence without authority.
  • Clear communication skills with the ability to simplify complexity and drive alignment.
  • High ownership mindset with a track record of closing gaps quickly.
  • Genuine curiosity about how AI and automation are reshaping customer success.
  • Experience managing enterprise or upper mid-market SaaS accounts with complex buying committees, procurement cycles, and multi-year contract structures.
  • Track record of building in ambiguity without waiting for perfect data or a defined playbook.
  • Hands-on familiarity with AI tools across the customer success stack, including health scoring models, LLM-powered customer insights, and automated renewal workflows.

Benefits

  • Comprehensive and competitive global benefits package.
  • Support for health and well-being.
  • Support for financial security.
  • Culture of trust, respect, growth, and impact.
  • Autonomy to innovate and own your role.
  • Opportunity to work in a technology-forward, AI-enabled environment.
  • Continuous learning and professional growth opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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