OfficeSpace Software

Customer Success Manager

• You own the engine that drives retention, expansion, and long-term customer value.
• As Director of Client Success & Renewals, you lead a high-impact function across mid-market and enterprise accounts—building a system that turns customers into advocates and renewals into predictable revenue.
• Build and lead a high-performing Client Success & Renewals function across mid-market segments.
• Own net revenue retention (NRR), gross retention, and renewal forecasting accuracy.
• Lead, coach, and scale a manager and their team of CSMs and Renewal Specialists.
• Design the renewal motion—proactive, data-driven, and expansion-oriented.
• Implement AI-driven workflows for health scoring, churn prediction, and renewal risk detection.
• Drive executive-level customer engagement for high-value and at-risk accounts.
• Partner with Sales, Product, and Support to close feedback loops and improve customer outcomes.
• Standardize playbooks for onboarding, adoption, renewal, and expansion.
• Use data to identify growth opportunities and optimize account strategies.
• Build dashboards and reporting that create visibility into retention performance and risks.
• Elevate customer conversations from reactive support to strategic partnership.
• Drive operational rigor—clean data, disciplined forecasting, and consistent execution.
• Stay ahead of the curve on AI tooling, agentic workflows, and CS technology bringing emerging capability into the team before it becomes standard practice.
• Develop and iterate enterprise-grade engagement models that account for complex stakeholder environments, multi-site deployments, and long contract cycles.

Director, Client Success – Renewal

Strategy

• Lead high-impact strategic initiatives—from idea to execution to measurable business results
• Translate executive priorities into clear, AI-enabled execution plans across functions
• Orchestrate cross-functional teams to deliver faster, with tighter feedback loops and real-time visibility
• Build AI-powered project operating systems (dashboards, copilots, workflows) to increase speed and decision quality
• Partner with ELT to prepare board materials, CEO updates, and investor narratives using AI-assisted synthesis
• Support the storytelling of the business in a transformative year with increased AI transformation and AI Native product/company
• Identify execution risks early—deploy mitigation strategies using predictive insights and scenario modeling
• Design and track KPIs that tie initiatives directly to revenue, efficiency, and profitability
• Act as a strategic force multiplier—step into critical conversations, unblock decisions, and move work forward.

Director of Strategic Projects

IT Support

• Own our identity stack—Okta and Google Workspace—and design a secure, seamless access experience across the company.
• Architect automated joiner, mover, and leaver workflows that provision and deprovision access in minutes—not days.
• Build and manage AI-powered workflows using tools like ChatGPT, Claude, Gemini, n8n, or Zapier to eliminate repetitive IT tasks.
• Oversee Zendesk as a product—not just a ticket queue—designing automation, routing logic, and self-service systems that reduce manual work.
• Partner with our Managed Service Providers (MSPs) and hold them accountable to OfficeSpace standards.
• Drive endpoint health and compliance across macOS (JAMF) and Windows (Intune / Endpoint Manager).
• Audit and optimize SaaS usage—Slack, Zoom, Okta, and more—to reduce waste and improve security.
• Lead hardware procurement, inventory strategy, and asset lifecycle management across the US, Canada, and Costa Rica.
• Collaborate with InfoSec to identify vulnerabilities and strengthen our security posture.
• Maintain clear, source-of-truth documentation for systems, automations, and processes.
• Support local infrastructure at our San Jose office (network, routers, switches, wireless) 1–2 days per week onsite.
• Contribute technical leadership to cross-functional company initiatives.

IT Administrator

Full-stack Engineer

• Architect and evolve internet-scale systems with performance, reliability, and scalability as first principles.
• Lead the technical direction for Ruby on Rails and React applications across the platform.
• Design clean, extensible APIs and modern front-end architectures that deliver fast, intuitive user experiences.
• Orchestrate AI-assisted development workflows—using AI agents to accelerate code scaffolding, documentation, test generation, refactoring, and dependency analysis.
• Own architectural decisions across services, databases, and infrastructure—including MariaDB, Redis, and Elasticsearch.
• Use Kubernetes to scale Rails applications to handle Enterprise traffic.
• Guide multiple high-impact initiatives in parallel, ensuring secure, well-tested, production-ready releases.
• Mentor engineers to think in systems, write maintainable code, and leverage AI responsibly to increase velocity without sacrificing quality.
• Proactively identify technical debt and scalability risks—and drive pragmatic solutions before they become bottlenecks.
• Partner with Product, Design, and Leadership to evaluate trade-offs and deliver exceptional experiences across browsers and devices.
• Continuously evaluate emerging technologies—including AI tooling—to strengthen platform performance and team effectiveness.

Director, Client Success – Renewal

Director of Strategic Projects

IT Administrator

Principal Software Engineer