Enterprise Client Success Manager

at  OfficeSpace

OfficeSpace Software is the workspace management platform for enterprise-level innovation, empowering over 1,800 leading organizations to optimize and transform their workspaces for a flexible, high-performance hybrid future. Our intuitive solutions for space planning, desk and room booking, and real-time workplace insights help businesses elevate employee experience and operational efficiency. Recognized by G2 as a Leader in Workplace Experience and featured in Gartner’s 2023 Market Guide, OfficeSpace is at the forefront of workplace innovation.
Backed by Vista Equity Partners and Resurgens Technology Partners, OfficeSpace is primed for continued growth. With a global team spanning the US, Canada, and Costa Rica, we’re committed to setting new standards in workplace technology. If you’re driven by impact, energized by innovation, and ready to help shape the future of work, OfficeSpace invites you to join us.

REQUIRED SKILLS & EXPERIENCE:

• 3+ years of expertise in Client Success, Consulting, Sales, or Marketing, working with Enterprise (10,000+ employees) clients.
• A passion for benefiting clients and a desire to deeply understand their needs, maintaining high-valued outcome-based relationships with corporate/B2B C-Suite level clients.
• Stellar presentation, client management, and written communication skills, with 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 is an asset.

WHAT YOU’LL DO:

Our Enterprise Client Success Managers (CSMs) build strong, lasting relationships with our enterprise clients, working directly with them to ensure they achieve maximum value from our software solutions. These connections allow us to gather continuous real-world feedback, identify daily challenges faced by workplace and facility managers, and develop effective and efficient solutions.
As the voice of the client, your role in capturing feedback is vital for the development of new features, workflow updates, and strengthening our client relationships. To succeed, our CSMs need to understand both the intricacies of our product and the complexities of software delivery. Our CSMs are knowledgeable, passionate, multi-functional, and driven to get things done. They possess impeccable communication skills and pay great attention to detail.
With the support of our entire team, our CSMs focus on delivering exceptional client support, knowing their client portfolio inside and out, and working independently with a passion for client success. They partner with the Commercial Account Manager to drive growth and retention goals.
The ideal candidate is a dynamic individual with proven client success experience, capable of augmenting client adoption, measuring and materializing results, and turning clients into avid fans. They are credible, articulate, and metrics-driven, instrumental in creating long-lasting partnerships and driving positive outcomes. This person is operationally focused, takes initiative, and is meticulous. They excel in time management, enjoy working collaboratively, and have an eagerness to learn and educate. If this sounds like you, we want to talk!

RESPONSIBILITIES:

• Assist clients in navigating the five stages of the OfficeSpace client journey by assessing and implementing efficient ways for them to utilize our software based on their business needs.
• Become a strategic advisor in facility management/IWMS/WEX, bringing deep expertise in how large enterprise organizations operate. Interpret their unique needs and align OfficeSpace products and services to deliver tailored, high-impact solutions that drive their ideal outcomes.
• Develop meaningful relationships and build trust with each client, educating them on the capabilities and flexibility of our software to maximize its value.
• Drive commercial outcomes by leading renewal conversations and generating pipeline for upsell and cross-sell opportunities in collaboration with the Commercial Account Management team.
• Ensure clients achieve maximum ROI post-implementation by streamlining and executing a well-designed onboarding plan.
• Advocate for clients internally, addressing challenges with the Product or Support teams, and collaborating with internal teams to apply client feedback to future product development and marketing efforts.
• Plan and deliver quarterly business reviews (QBRs) to establish operational goals, discuss product usage, share insights and strengthen the client relationship. Address day to day client questions, explore opportunities for expansion and review the business case to ensure ongoing client success.
• Plan and deliver annual executive business reviews (EBRs) to evaluate the overall strategic partnership, align on long-term strategic initiatives, highlight key achievements, and set forward looking goals. This includes presenting data-driven insights, discussing opportunities for further collaboration, and ensuring alignment with the client’s business objectives at the executive level.
• Partner with our commercial team to support renewals, upsells, and cross-sells.
• Stay abreast of industry trends, market activities, and competitor offerings to provide clients with the best possible advice and expertise.
• Proactively own and manage the success of your client portfolio.