At a Glance
- Tasks: Lead Customer Success for our Flex product line and drive retention strategies.
- Company: Join a dynamic team at OfficeRnD, a leader in the B2B SaaS space.
- Benefits: Enjoy 25 days off, health insurance, and enhanced parental leave.
- Other info: Hybrid role with opportunities for international travel and career growth.
- Why this job: Make a real impact on customer experience and lead a talented team.
- Qualifications: 5+ years in Customer Success with experience managing teams in B2B SaaS.
The predicted salary is between 90000 - 110000 £ per year.
The Role
Office Rn D 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 Saa S, including experience managing managers or senior individual contributors
- Experience in a B2B Saa S 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 Saa S 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.
Director, Customer Experience employer: OfficeRnD
At OfficeRnD, we pride ourselves on being an exceptional employer that values flexibility and work-life balance, offering 25 days of paid time off to recharge. Our vibrant work culture fosters collaboration and innovation, providing ample opportunities for professional growth within the SaaS industry. Join us in a supportive environment where your contributions directly impact our customers' success and the scalability of our platform.
StudySmarter Expert Advice🤫
We think this is how you could land Director, Customer Experience
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OfficeRnD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OfficeRnD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director, Customer Experience
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OfficeRnD:Your cover letter is your chance to shine! Tell us why you want to work at OfficeRnD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OfficeRnD!
How to prepare for a job interview at OfficeRnD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
