About us:

OfficeRnD has one mission: making flexible and hybrid working the norm, rather than an option.

We started building our SaaS platform back in 2015 to support the future of work. We believe that offering freedom and flexibility is the key to providing a better workspace experience. And that’s what enables us to develop products that matter - for our customers and for the world.

The company has offices in Bulgaria, USA, UK, Australia, and our teammates are the ones getting us to the top in our market niche.

So if you live and breathe technology as well, come and join us!

About the role:

We are seeking an experienced Team Manager, Customer Success to lead a team of 6 high-performing CSMs located across Atlanta, London, and Sofia. This leadership role is critical in driving customer satisfaction, retention, and expansion through the operational management of our Customer Success function.
If you are passionate about coaching and mentoring, adept at cross-functional collaboration, thrives in a fast-paced SaaS environment, and is skilled at turning strategic goals into daily execution, we would like to hear from you.

What you’ll do:

• Lead, manage, and support a team of 7 Customer Success Managers servicing the full book of business across multiple time zones.
• Own the day-to-day operational management of ongoing CSM responsibilities including adoption, renewals, and expansion.
• Monitor team performance against key metrics: Net Revenue Retention (NRR), Logo Churn, Account Health and more.
• Identify and address skill gaps, providing resources and support for ongoing growth.
• Create a culture of collaboration, accountability, and continuous improvement.
• Serve as the primary point of escalation for customer issues, navigating cross-functional solutions quickly and effectively.
• Advocate for customers internally by synthesising feedback and both influencing and owning improvements to the customer experience.
• Work closely with the Sr. Director of Customer Experience to align team activities with broader CX strategy- Help scale Customer Success processes and tools as the company grows.
• Collaborate with Sales, Product, Support, and Marketing teams to ensure a seamless customer journey.
  

What you bring:

• 3+ years of people management experience in Customer Success or Account Management, preferably in a SaaS environment.
• Proven track record of managing geographically distributed teams.
• Deep understanding of Customer Success metrics and levers for improving NRR and reducing churn.
• Exceptional communication skills - written, verbal, presentation.
• Experience owning an NRR goal either as a team or individually.
• Experience managing Enterprise-level customers involving custom contracts and development, and extensive executive engagement.
• Strong coaching, mentoring, and team-building skills.
• Excellent problem-solving and escalation handling skills.
• Operational mindset with experience in process optimization and execution excellence.
• Ability to travel globally 3-5 times per year.
• Experience in the flex/coworking, proptech, or facility management software space OR other locations-based SaaS business models would be a plus.
• Familiarity with HubSpot or other similar CRM tools.
• Strong understanding of customer journey mapping and success planning.
• Experience using or supporting ERP or PMS software solutions.

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

• 25 days off a year;
• 1 additional day off for your birthday;
• 3 days off for volunteering;
• Competitive remuneration package;
• Flexible start and end of the working day.

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

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