Client Success Manager, Dedicated Accounts

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.

What you bring

- 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 hour