OfficeRnD
Director, Customer Experience
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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 organization. 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
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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 organizational change or a leadership transition
What we offer in return
- 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
If this sounds like the right opportunity for you, we would be happy to talk soon! Apply now!
Please note that relocation assistance is not provided for this role.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London