Client Success Manager, Dedicated Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of retention, adoption, customer outcomes, and growth for a set of dedicated mid-market accounts.

• Establish trusted relationships with key stakeholders and align OfficeSpace capabilities with customers’ workplace objectives.

• Develop and implement outcome-focused Success Plans.

• Conduct strategic business reviews that showcase ROI, adoption rates, business impact, and outline next steps.

• Transform AI-generated account insights into actionable strategies by assessing health signals and pinpointing risks and opportunities.

• Manage renewal readiness and collaborate with Sales on expansion, upsell, and cross-sell initiatives.

• Assist customers in navigating adoption, optimization, and the evolution of workplace strategies.

• Coordinate AI-assisted workflows for account research, meeting preparation, portfolio analysis, follow-ups, and planning.

• Work alongside Support, Product, Marketing, Sales, and Professional Services to address complex customer challenges.

• Convert customer feedback and portfolio trends into insights that inform product, customer success, and go-to-market strategies.

• Enhance success playbooks and AI-enhanced workflows for a scalable impact.

⛳️ Requirements

• A minimum of 2 years of experience in Client Success, Customer Success, or Account Management within the SaaS industry, preferably with mid-market customers.

• Proven ability to drive adoption, retention, renewals, and measurable customer outcomes.

• Strong commercial acumen with experience in supporting renewals and identifying opportunities for expansion.

• Proficient in building trust, influencing stakeholders, and navigating complex customer structures.

• Experience in leading strategic business reviews and linking product usage to business value.

• Excellent analytical abilities with a knack for translating customer, product, and commercial data into actionable decisions and recommendations.

• Familiarity with Customer Success and CRM platforms such as Gainsight, Salesforce, or similar tools.

• Practical understanding of AI for analysis, research, planning, forecasting, and workflow enhancement.

• Capable of managing multiple AI tools, assessing output quality, verifying critical conclusions, and recognizing when human intervention is necessary.

• Strong prioritization and portfolio management capabilities across various customer accounts.

• A curious mindset and adaptability to emerging AI technologies.

• Willingness to work during Central or Eastern time zone hours.

🏝️ Benefits

• Comprehensive and competitive global benefits packages.

• Benefits designed to enhance employees’ health, well-being, and financial security.

• Freedom to innovate with the support necessary for success.

• Encouragement for continuous learning and professional development.

• A collaborative, results-oriented work environment.

• A high-performance culture that recognizes and rewards excellence.