Director, Customer Experience

OfficeRnD; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

25 days paid time off

Birthday day off

Volunteering days

Health, dental and vision insurance

Paid sick leave

Enhanced parental leave

Job summary

OfficeRnD is seeking a Director, Customer Experience to own Customer Success for our Flex product line. This senior role leads retention metrics, the CS team, and the overall customer experience after purchase.

Initially you will manage the CSM and Strategic Account Director teams during an organizational transition. The role is hybrid with 2 days in the office per week and requires travel 3-5 times per year to support global accounts.

Qualifications

• 5+ years managing people in Customer Success or post-sale function.
• Experience in a B2B SaaS business between $10M and $30M ARR.

Responsibilities

• Own KPIs: NRR, gross/net retention and churn.
• Lead and develop distributed CS/SA teams across multiple regions.
• Oversee renewal strategy, account plans and executive engagements.
• Drive AI-native optimization of CS processes and tools.
• Balance hands-on execution with setting direction and operating cadence.

Skills

People management

B2B SaaS

NRR/GRR ownership

Distributed teams

AI in CS

Executive engagement

Customer Success leadership

Job description

The Role

OfficeRnD is hiring a Director, Customer Experience to own Customer Success for our Flex product line: the retention number, the team that delivers it, and the quality of what customers experience after they buy. We compete in a market where product and price are closely matched, so experience is where we differentiate, and this role owns the largest part of it.

This is a permanent leadership role with responsibility for Customer Success. Initially, you will directly manage the CSM and Strategic Account Director teams as we navigate an organizational transition. As the organization evolves and our customer success manager returns in late 2027 (reports to you), your role will increasingly focus on leadership, performance, operating model and cross-functional customer outcomes.

This is a hybrid role with 2 days in the office per week.

What You’ll Own

• The number. Gross and net revenue retention and logo churn for Flex against plan, and the forecasting discipline behind renewals and expansion.
• The team. A distributed group of Customer Success Managers and Strategic Account Directors across the UK, Bulgaria, Australia and the US. Performance standards, coaching, hiring and the operating cadence.
• Coverage and execution. Portfolio allocation within the coverage model, playbooks, account planning and renewal reviews, and surfacing where the model is not working.
• Commercial judgement. Advising the team on complex strategic renewals and at-risk mitigation, and approving commercial terms to an agreed threshold.
• Technical Account Management. Holding the TAM function to its objectives through the coverage model and health scorecard, and owning technical health across the strategic book.
• Escalation. Resolution to Director level, including the customer-facing plan. The VP is leveraged at your discretion for effective execution of plan.
• Customer signal. The quality of what flows from the team into our CX intake process, and the changes to the Customer Success motion that follow from it.
• AI-native execution. Continuously improve how Customer Success operates using AI, automation and customer data - from account preparation and risk identification to customer communications, forecasting, playbooks and internal workflows. You should actively look for work that can be automated, augmented or eliminated rather than simply adding headcount.

What Success Looks Like

• NRR and GDR delivered against plan, with a forecast the business can rely on
• Retention risk visible early enough to act on, rather than at renewal
• A team that holds its standard through a leadership transition, with a bench that did not exist before
• Technical Account Management measurably contributing to retention in our top accounts

What to Bring

• 5+ years managing people in Customer Success, Account Management or a comparable post-sale function in B2B SaaS, including experience managing managers or senior individual contributors
• Experience in a B2B SaaS business between $10M and $30M ARR, where the playbook has to work without a large supporting function around it
• Ownership of an NRR or GRR target at team or function level, with a track record of improving it
• Experience leading geographically distributed teams across time zones
• Evidence of using AI and automation to materially improve the productivity, quality or scalability of a Customer Success or post-sale organisation. You should be an active AI user yourself, not someone who delegates AI adoption to Operations
• Enterprise customer experience: custom contracts, executive engagement and complex commercial negotiation
• Evidence of designing or materially improving a post-sale operating model, not only running an existing one
• Comfort being hands-on. This seat holds the operating rhythm of a team while also setting direction
• Exceptional communication with senior stakeholders internally and at customer executive level
• Availability to travel internationally 3-5 times per year

Nice to have

• Onboarding or implementation leadership experience
• Flex/coworking, proptech or another location-based SaaS business model
• Experience using or supporting ERP or PMS software
• Experience leading a team through organisational change or a leadership transition

What we offer in return is the opportunity to join a talented team and also enjoy:

• 25 days paid time off, excluding bank holidays
• 1 additional day off for your birthday
• 3 days off for volunteering
• Health, dental and vision insurance
• Paid sick leave
• Enhanced parental leave

Please note that relocation assistance is not provided for this role.