Own the success, retention, renewal, and growth of strategic enterprise SaaS customers. Build executive relationships, lead onboarding and adoption, develop success plans, conduct QBRs, identify expansion opportunities, and guide customers toward measurable business outcomes. Use AI and customer data to predict risk, automate workflows, improve engagement, and inform strategic recommendations. Partner cross-functionally with Sales, Product, Engineering, Professional Services, and Support to resolve issues and influence product direction.
About OfficeSpace:
OfficeSpace Software provides the leading AI operating system for the built world, that helps teams plan, connect, and perform in the workplace. As a performance-based, PE-backed company, we hire based on merit and a willingness to do what it takes to succeed long-term. You’re a great fit for the role if you’re entrepreneurial, passionate, motivated by building at light speed, and an Agentic AI early adopter. Our world-class teams operate in the US, Canada, and Costa Rica in a culture of trust, respect, growth, and impact.
About the role
As an Enterprise Client Success Manager, you own the success of our most strategic customers. You build executive partnerships, drive long-term business outcomes, and help global organizations maximize the value of OfficeSpace.
You combine strategic thinking with operational excellence. You leverage AI to surface insights, predict risk, and scale your impact—while building trusted relationships that keep people at the center of every customer experience. This version aligns with the OfficeSpace "High-Performance Innovator" voice by emphasizing active language, ownership, short paragraphs, and high information density.
What you'll do- Own the success, retention, renewal, and growth of a portfolio of enterprise customers with complex organizational structures and executive stakeholders.
- Build trusted relationships with executive sponsors and business leaders, serving as a strategic advisor throughout the customer lifecycle.
- Lead enterprise onboarding, adoption, and value realization strategies that accelerate measurable business outcomes.
- Develop and execute strategic Success Plans aligned to customer objectives, adoption milestones, and long-term business goals.
- Leverage AI-powered Customer Success platforms to monitor customer health, predict churn risk, recommend next-best actions, and uncover expansion opportunities.
- Lead executive Quarterly Business Reviews (QBRs) that connect product adoption to measurable business impact and ROI.
- Partner with Sales to build account strategies that support renewals, expansion, and long-term customer growth.
- Lead renewal planning and executive renewal conversations that reinforce customer value and business outcomes.
- Advocate for customers by partnering with Product, Engineering, Professional Services, and Support to resolve challenges and influence product direction.
- Translate customer feedback into actionable insights that improve our product, positioning, and go-to-market strategy.
- Design AI-assisted customer engagement workflows that improve efficiency while preserving meaningful human relationships.
- Analyze customer data, industry trends, and organizational change to proactively guide enterprise customers through workplace transformation.
- Orchestrate AI agents for research, meeting preparation, executive communications, account planning, customer health analysis, and strategic recommendations while validating outputs with sound business judgment.
- Continuously identify opportunities to improve customer success processes through automation, data-driven insights, and scalable best practices.
- 6+ years of Client Success, Strategic Account Management, or Enterprise Account Management experience in a SaaS environment.
- Demonstrated success managing complex enterprise customers with executive stakeholders across long customer lifecycles.
- Strong executive presence with the ability to influence C-level decision makers.
- Experience driving adoption, retention, renewals, expansion, and measurable customer outcomes within recurring revenue businesses.
- Expertise building executive business reviews, strategic account plans, customer success frameworks, and long-term account roadmaps.
- Experience using Customer Success platforms and CRM technologies such as Gainsight, Salesforce, or similar solutions.
- AI fluency with hands-on experience using AI-enabled platforms for forecasting, customer health analysis, workflow automation, research, strategic planning, and executive productivity.
- Ability to orchestrate multiple AI tools responsibly while validating recommendations through customer context and business judgment.
- Strong analytical thinking with the ability to translate complex customer data into executive-level recommendations.
- Exceptional organization, prioritization, and program management skills across large enterprise engagements.
- Outstanding executive communication, relationship management, and cross-functional collaboration skills.
- Curiosity, adaptability, and a continuous learning mindset with a passion for emerging AI capabilities.
Why OfficeSpace?
- High-Performance Culture: At OfficeSpace, we believe in the power of accountability, focus, and drive. Our A-Player team members work together to deliver measurable, meaningful results. We recognize and reward those who push boundaries and achieve excellence.
- Ownership and Accountability: We trust our employees to take full ownership of their roles, providing the autonomy to innovate and the support to succeed. We seek individuals who are self-motivated and thrive in an environment where they can drive impactful outcomes.
- Technology-Forward: As a company invested in cutting-edge technology, we integrate AI and other advanced solutions across our platform to enhance productivity, customer experience, and process efficiency. Our team members are excited by the potential of AI and proactively explore ways it can drive our success.
- Growth Mindset: Continuous learning and improvement are integral to our culture. We encourage our team to embrace challenges, seek knowledge, and develop both personally and professionally.
- Innovation and Agility: We foster a dynamic, fast-paced environment where fresh ideas and bold solutions are celebrated. We embrace change and thrive on turning challenges into opportunities, with a team that is agile, proactive, and resilient.
- Collaborative, Results-Driven Environment: We value purposeful collaboration that leads to shared success and stronger results. While our team members are independent, they recognize the value of working together to drive our mission forward.
- Competitive Benefits and Rewards: OfficeSpace offers comprehensive and competitive benefits packages globally, designed to support our team’s health, well-being, and financial security. We invest in our people so they can excel.
OfficeSpace is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. We are committed to basing all employment-related decisions upon valid job-related factors without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, genetic information, military status, veteran status, physical or mental disability, or any other status protected by law.
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