[Hiring] Director, Client Success and Renewal @OfficeSpace Software

Role Description

You own the engine that drives retention, expansion, and long-term customer value. As Director of Client Success & Renewals, you lead a high-impact function across mid-market and enterprise accounts—building a system that turns customers into advocates and renewals into predictable revenue. You’ll lead a Manager and their team while shaping strategy, process, and AI-enabled execution across the full customer lifecycle.

What You’ll Do:

• Build and lead a high-performing Client Success & Renewals function across mid-market segments
• Own net revenue retention (NRR), gross retention, and renewal forecasting accuracy
• Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists
• Design the renewal motion—proactive, data-driven, and expansion-oriented
• 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 create visibility into retention performance and risks
• Elevate customer conversations from reactive support to strategic partnership
• Drive operational rigor—clean data, disciplined forecasting, and consistent execution
• Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice
• Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles

Qualifications

• Genuine curiosity about how AI and automation are reshaping customer success; you experiment, you test, and you bring what works back to the team
• Experience managing enterprise or upper mid-market SaaS accounts with complex buying committees, procurement cycles, and multi-year contract structures
• A track record of building in ambiguity; you don't wait for perfect data or a defined playbook to take action
• Hands-on familiarity with AI tools across the CS stack, from health scoring models to LLM-powered customer insights to automated renewal workflows

Requirements

• 8+ years in Customer Success, Account Management, or Renewals in B2B SaaS
• 3+ years leading managers and scaling customer-facing teams
• Proven ownership of retention metrics (NRR, GRR, churn reduction)
• Experience managing mid-market or scaled customer segments
• Strong commercial instincts—comfortable driving renewals, upsells, and expansion
• Ability to design systems, not just manage people
• AI fluency—experience using AI tools for forecasting, customer insights, or workflow automation
• Skilled at translating data into action and executive-level narratives
• Strong cross-functional leadership—able to influence without authority
• Clear communicator who can simplify complexity and drive alignment
• High ownership mindset—you see gaps and close them fast

Benefits

• 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.