Client Success Manager, Enterprise Accounts

About the role

As an Enterprise Client Success Manager, you own the success of our most strategic customers. You build executive partnerships, drive measurable business outcomes, and help global organizations maximize the value of OfficeSpace.

You combine strategic thinking with operational excellence. You use AI to surface insights, predict risk, and scale your impact—while building trusted relationships that keep people at the center of every customer experience.

What you'll do

• Own the success, retention, renewal, and growth of a portfolio of enterprise customers with complex organizational structures and executive stakeholders.
• Build trusted relationships with executive sponsors and business leaders, becoming a strategic advisor throughout the customer lifecycle.
• Lead enterprise onboarding, adoption, and value realization strategies that accelerate measurable business outcomes.
• Develop and execute strategic Success Plans aligned to customer objectives, adoption milestones, and long-term business goals.
• Use AI-powered customer success platforms to monitor customer health, predict risk, recommend next-best actions, and identify expansion opportunities.
• Lead executive Quarterly Business Reviews (QBRs) that connect product adoption to measurable business impact and ROI.
• Partner with Sales to develop account strategies that support renewals, expansion, and long-term customer growth.
• Lead renewal planning and executive renewal conversations that reinforce customer value and business outcomes.
• Advocate for customers by partnering with Product, Engineering, Professional Services, and Support to resolve challenges and influence product direction.
• Translate customer feedback into actionable insights that improve our product, customer experience, and go-to-market strategy.
• Design AI-assisted customer engagement workflows that improve operational efficiency while preserving meaningful customer relationships.
• Analyze customer data, industry trends, and organizational change to proactively guide enterprise customers through workplace transformation.
• Act as an AI-first operator by orchestrating AI agents for research, meeting preparation, executive communications, account planning, customer health analysis, and opportunity discovery—validating recommendations through sound business judgment.
• Champion continuous improvement by identifying scalable playbooks, automation opportunities, and best practices across the Customer Success organization.

What you'll bring

• 6+ years of Client Success, Strategic Account Management, or Enterprise Account Management experience in a SaaS environment.
• Demonstrated success managing complex enterprise customers with executive stakeholders across long customer lifecycles.
• Strong executive presence with the ability to influence C-level decision makers.
• Experience driving customer adoption, retention, renewals, expansion, and measurable business outcomes within recurring revenue businesses.
• Expertise building executive business reviews, strategic account plans, and long-term customer success strategies.
• Experience using Customer Success platforms and CRM systems such as Gainsight, Salesforce, or equivalent technologies.
• AI fluency, including experience using AI-enabled platforms for forecasting, customer health analysis, strategic planning, workflow automation, research, and productivity.
• Experience orchestrating multiple AI tools responsibly while validating outputs through business judgment, customer context, and data quality.
• Strong analytical thinking with the ability to translate data into executive-level recommendations.
• Exceptional organization, prioritization, and program management skills across complex enterprise engagements.
• Excellent executive communication, stakeholder management, and cross-functional collaboration skills.
• Curiosity, adaptability, and a growth mindset with a passion for learning and applying emerging AI capabilities.
• A customer-first mindset that balances technology with empathy, trust, and long-term partnership.