Client Success Manager

About OfficeSpace: 

OfficeSpace is the AI workplace management platform that helps teams plan, connect, and perform in the modern 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.  

Dedicated Client Success Manager - What You’ll Do:

Our Client Success Managers (CSM’s) build a strong rapport with our clients, working directly with them to build strong, lasting relationships. These connections allow us to get continuous real-world feedback on our product and identify the daily challenges that workplace and facility managers encounter, and how we can help solve them effectively and efficiently.

As the client’s primary contact, the client feedback you capture plays a vital role into the development of new features, workflow updates, and ultimately strengthens the relationship we have with our clients. To fulfill this vision successfully, our CSM’s understand both the intricacies of our product and the complexities of software delivery. Our CSM’s are knowledgeable, passionate, multi-functional and possess the drive to get things done. They possess impeccable communication skills and pay great attention to detail in every task

As a CSM, they have the entire support staff at their disposal. This allows our CSM’s to focus on the client and provide an exceptional level of support to truly wow them. They know their client portfolio inside and out and can work independently with a passion for client success.

The ideal candidate is a dynamic individual who has proven client success experience in augmenting client adoption, measuring and materializing results, and turning clients into avid fans. These individuals are credible, articulate and metrics driven. They will be instrumental in creating long-lasting partnerships and responsible for driving positive outcomes. This person is operationally focused, possesses a critical eye, takes initiative and is meticulous. They have expert time management skills and enjoy working in a collaborative environment with an eagerness to learn/educate. If this sounds like the ideal position, we want to talk to you! Responsibilities will include: 

• Assist clients in moving successfully through the five stages of the OfficeSpace client journey by continually collaborating with the client to assess and implement the most efficient ways for them to utilize OfficeSpace’s proprietary software based on their business plans/needs. In addition, developing meaningful relationships and building trust with each client to successfully educate them on the capabilities/flexibility of the OfficeSpace software so that they fully understand and maximize the value of the product, eventually moving to the point where they are ready to recommend it to their network.
• Once the client has completed their implementation process, the CSM will work with the client to ensure they are maximizing the client’s perception of value to achieve maximum ROI as quickly as possible by streamlining and executing a well-designed onboarding plan.
• Understanding the needs of the client to advocate successfully for the client internally with any challenges arising from the Product, or Support teams. In addition, acting as the liaison to collaborate with internal teams to apply the client’s feedback to future product development and marketing efforts
• Plan and deliver quarterly business reviews (QBR) with each client to establish goals, discuss usage, share strategic vision and further develop the relationship with the client. These reviews also offer the opportunity to address client concerns, discuss expansion and review the client’s business case to ensure they are set up for success.
• Partner with our commercial team to support on renewals, upsells and cross-sells 
• Stay abreast of industry trends, market activities and competitor offerings to offer the client the best possible advice/expertise.

• Proactively own and manage the success of a portfolio of your book of business

The Skills, Experience, and Mindset Required:

• 4+ years of experience as a CSM at OfficeSpace Software working with larger clients.
• Should have a passion for benefiting clients and a desire to deeply understand their needs. Ability to maintain a high-valued outcome-based relationship with corporate/B2B Clients
• Stellar presentation skills, client management and written communication skills as well as familiarity with basic sales processes.
• Distinct understanding of value-driven knowledge in recurring revenue business models. Experience in a SaaS environment is highly beneficial
• Proven aptitude to train/demo products in a remote environment. Experience with software specifically is an asset.
• Comfort and experience using Client Success software and CRMs is important and specifically Gainsight/Salesforce, highly valuable. General awareness of trends and developments in the areas of cloud technologies and tools etc.

At OfficeSpace, we look for individuals who constantly raise their personal bar and seek to achieve outstanding results. We want to hire people who are eager to learn, but also people we can learn from — people who will increase the overall effectiveness of our organization. If you feel that your personal and professional values align with ours, we look forward to your application!

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.