Own retention, adoption, renewals, growth, and outcomes for high-value mid-market SaaS accounts. Build executive relationships, lead success plans and business reviews, identify risks and expansion opportunities, and partner cross-functionally to solve customer challenges. Use AI and customer data to improve account intelligence, planning, workflows, and decision-making while validating outputs through human judgment.
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.
As a Client Success Manager, Dedicated Accounts, you own the success, retention, and growth of a portfolio of high-value mid-market customers. You build trusted relationships, turn OfficeSpace capabilities into measurable business outcomes, and help customers get more value as their workplace strategies evolve.
You combine strategic account leadership with AI-enabled execution. You use customer intelligence and AI to spot risk, uncover opportunity, and move faster—while applying human judgment where relationships, commercial decisions, and customer trust matter most.
What you’ll do- Own retention, adoption, customer outcomes, and growth across a portfolio of dedicated mid-market accounts.
- Build trusted relationships with key stakeholders. Become the strategic partner customers rely on to connect OfficeSpace capabilities to their workplace goals.
- Create and lead outcome-driven Success Plans that define priorities, measures of success, risks, and opportunities.
- Lead strategic business reviews that demonstrate ROI, adoption, business impact, and clear next steps.
- Turn AI-generated account intelligence into action. Validate health signals, identify emerging risks and opportunities, and determine the right customer engagement strategy.
- Own renewal readiness and partner with Sales to shape expansion, upsell, and cross-sell opportunities.
- Guide customers through adoption, optimization, and evolving workplace strategies with recommendations grounded in their business needs.
- Orchestrate AI-assisted workflows for account research, meeting preparation, portfolio analysis, follow-up, and planning—then validate outputs before they influence customer decisions.
- Collaborate with Support, Product, Marketing, Sales, and Professional Services to solve complex customer challenges and deliver strong outcomes.
- Turn customer feedback and portfolio patterns into insights that influence product, customer success, and go-to-market decisions.
- Improve success playbooks and AI-enabled workflows so the team can deliver greater impact at scale.
- 2+ years of Client Success, Customer Success, or Account Management experience in SaaS, ideally supporting mid-market customers.
- A track record of driving adoption, retention, renewals, and measurable customer outcomes.
- Strong commercial judgment and experience supporting renewals and identifying expansion opportunities.
- The ability to build trust, influence stakeholders, and navigate complex customer organizations.
- Experience leading strategic business reviews and connecting product usage to business value.
- Strong analytical skills. You can turn customer, product, and commercial data into clear decisions and recommendations.
- Working knowledge of Customer Success and CRM platforms such as Gainsight, Salesforce, or equivalent tools.
- Practical AI fluency. You know how to use AI for analysis, research, planning, forecasting, and workflow acceleration without outsourcing judgment.
- The ability to orchestrate multiple AI tools, evaluate output quality, verify important conclusions, and determine when human intervention is required.
- Strong prioritization and portfolio management skills across multiple customer accounts.
- Curiosity and adaptability. You learn quickly and put emerging AI capabilities to work when they improve customer outcomes.
- Availability to work Central or Eastern time zone hours.
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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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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