Director, AI-Driven Customer Success & Retention

OfficeRnD; Greater London; Hybrid; GBP 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

25 days paid time off

Birthday day off

Volunteering days

Health, dental and vision insurance

Paid sick leave

Enhanced parental leave

Zusammenfassung

OfficeRnD is seeking a Director of Customer Experience to own Customer Success for the Flex product line, responsible for retention, team performance, and post-sale customer outcomes. This permanent leadership role will initially manage the CS M and Strategic Account Director teams during transitional periods, with a shift toward leadership and operating model optimization.

The role is hybrid with 2 days in the office per week and requires oversight of a distributed team across multiple regions,

Qualifikationen

• 5+ years managing people in a B2B SaaS environment, including managers or senior ICs
• Experience leading geographically distributed teams across time zones
• Ownership of an NRR/GRR target with a track record of improvement
• Evidence of using AI and automation to improve productivity and quality
• Experience with complex commercial negotiations and executive engagement
• Experience designing or improving post-sales operating models

Aufgaben

• Own NRR and GDR targets and the renewal/expansion forecast.
• Lead a distributed CS and Strategic Account Director team across regions.
• Oversee renewal reviews, account planning and playbooks.
• Provide commercial judgement on complex renewals and terms.
• Ensure Technical Account Management aligns with health scorecards.
• Drive AI-native improvements in CS operations and customer signals.

Kenntnisse

Leadership experience

People management

B2B SaaS

Distributed teams

AI & automation

Executive engagement

Contract negotiation

Tools

ERP software

PMS software

Jobbeschreibung

OfficeRnD is seeking a Director of Customer Experience to own Customer Success for the Flex product line, responsible for retention, team performance, and post-sale customer outcomes. This permanent leadership role will initially manage the CS M and Strategic Account Director teams during transitional periods, with a shift toward leadership and operating model optimization.

The role is hybrid with 2 days in the office per week and requires oversight of a distributed team across multiple regions,