Senior Director Customer Success

Atlanta, Georgia
About OfficeRnD

Making coworking the way of working has been our goal from day one. We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before and connect you to like-minded professionals. Because of that, every day we strive to help coworking spaces – the champions of the future of work, deliver better experiences to their customers, more power to their brand, and sustainable growth to their business.

Our SaaS platform helps coworking spaces and business centers maximize productivity and improve members experience. We help our clients to both automate the key business-critical processes and improve the experience of office members. It takes multiple products to do that, but even more important it requires stable and reliable infrastructure.

Since we started in 2015 we grew the team to 70+ people and built a loyal customer base of over 1 200 spaces in 40 countries who love what we do.

About the role

As a Senior Director of Customer Success, you will play a vital role in getting our company and product to the next level. The Customer Success team includes 2 pillars: Customer Success and Support. These international teams work together closely and collaborate cross-functionally across the organization to execute programs, processes, and playbooks that enable our customers to become successful and grow in maturity.

By leading the Customer Success and Support teams (25+ people) you will lead and grow a global team, based in our Sofia, Atlanta and Melbourne offices. Your focus would be on developing, onboarding, supporting and nurturing client relationships end to end, while growing a world-class team and fostering a continuous learning culture. The role is Atlanta-based and reports to our Chief Revenue Officer.

In this role you will:
  • Lead, mentor, groom and inspire a world-class Customer Success function across different teams and locations.
  • Manage Customer Success activities from onboarding and training, through support and customer success management.
  • Define and optimize the customer journey to ensure long-term retention and relationship with the client, through health metrics, listening points, and success milestones. Identify opportunities for continuous improvement.
  • Create a rapid onboarding process for new team members across the globe.
  • Foster collaboration within the global team and across the customer lifecycle.
  • Partner with Engineering and Product Management to relay customer needs, pain points, and experiences to drive product strategy, roadmap, and prioritization.
  • Predict and identify renewal risks and collaborate closely with team members to support renewals and expansion opportunities.
  • Handle escalations and mitigate situations with customers at-risk.
  • Develop financial and operational KPIs that define customer success and drive improvements at every step in the customer lifecycle.
  • Own the financial model for your team, including projections of costs and new hires, and forecasts of renewal and upsell rates.
  • Lead annual and quarterly planning and goal setting for the Customer Success organization.
What you need to succeed in this role:
  • 3+ years of hands-on experience in а Customer Success leadership role at a SaaS company.
  • Еxpertise in the entire customer journey – from onboarding and training, through support and customer success.
  • Extensive experience in people management and development. Demonstrated leadership through accountability, continuous learning, and improvement.
  • Еxperience leading and coaching people managers.
  • Experience leading international teams.
  • Passion about data, analytics, and process: ability to analyze data and identify key opportunities to optimize team strategy and performance.
  • Outstanding interpersonal skills and ability to quickly build strong partnerships cross-functionally.
  • Demonstrable ability to communicate and influence key stakeholders at all levels of an organization.
  • Ability to set strategy and follow through on tactical implementation and execution of initiatives.
  • Experience with establishing proactive customer services decreasing churn and increasing customer satisfaction.
  • Comfort in a startup environment. We move quickly and wear many hats in a dynamic environment.
  • Zendesk or other support system experience is a plus.
What we offer in return is the opportunity to join a talented team and also enjoy:
  • A front-row seat in a high-growth startup building its own product.
  • Competitive remuneration and additional bonuses.
  • Healthcare benefits.
  • Great social events and other team outings… after the pandemic. We are currently having lots of online fun.
  • A fantastic work hard/play hard start up environment.
  • 20 paid vacation days. Additional vacation days after your first year with us – 5 days a year.
  • Bonus day off for your birthday.
  • Flexible work time and generous remote work allowance.
  • Team oriented culture with focus on open communication.

If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!

Making flexible working the way of working

Making flexible working the way of working has always been our main goal.

We started OfficeRnD because we believe that workspaces could be something more – platforms that help you focus on your work, give you access to knowledge you didn’t have before and connect you to like-minded professionals.

Because of that, every day we strive to help flexible workspaces – the champions of the future of work, deliver amazing experience to their customers, more power to their brand, and sustainable growth to their business.

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    Global Offices

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    1000+

    Spaces Trust Us

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    $4.5M

    Funding 

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    100+

    Teammates

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Miroslav Miroslavov

CEO & Co-founder

We build our tech and our team to help you run the world’s best workplace; delivering amazing experience to your customers, more power to your brand, and sustainable growth to your business.