Over the last decade, LiquidSpace has coalesced the largest global marketplace of flexible office space, with more than 11,000 venues offering tens of thousands of spaces. This marketplace combined with LiquidSpace’s new workplace management platform creates the only end-to-end enterprise-grade SaaS solution with the best technology, centralized command and control tools, and data insights all in one place. Companies will have a new level of agility to expand and contract space based on real time business needs with zero waste. Employees can find the right space to work safely and productively, and book it on demand just as easily as it is to book a flight. With LiquidSpace, companies have a trusted, scaleable, and cost-effective way to make remote and distributed work a core part of their culture and workplace strategies.

Our vision:  More happy people, working in better places, the planet smiles.

Our mission:   Our mission is to harness the power of flexible space for companies to transform their workplace experience, giving employees the freedom and choice to work from anywhere.

Director of Customer Success 

You are the leader of the Customer Success team.  Your team is responsible for developing pivotal, ongoing customer relationships with a portfolio of small, medium, and large Enterprise customers that promote growth, retention and loyalty. Your team members are the quarterback of LiquidSpace account teams that include product, marketing, support, operations and sales to ensure our customers successfully setup, launch, and manage LiquidSpace Enterprise, our unique workplace management platform, that enables seamless access and control over our marketplace of flexible office locations globally.

Responsibilities

• Help Enterprise customers plan and understand the best ways to utilize LiquidSpace Enterprise based on the customer’s business needs or business plans. Your team manages the Four Way Fit process (people, place, price, and process). You and your team consult and share unique insights from our solutions that assist our customers with the health of their remote, distributed workforce strategies.

• Develop deep mastery of the LiquidSpace solutions including the flexible office Marketplace and the Workplace Manager product.  Design and provide training and encourage engagement of our product with Enterprise contacts that include VPs of Workplace, Real Estate leaders, team administrators, and individual employees.

• Manage an organized, consultative, and positive onboarding process for new clients. 

• Coordinate with Sales colleagues on retention and expansion initiatives.

• Coordinate with Supply to identify and onboard new venue partners to increase the LiquidSpace flexible office inventory.

• Provide Product and Development colleagues with customer feedback on current product user experience and identify new opportunities to enhance our end to end customer experience.

• Design and implement Enterprise employee experience touch points to encourage usage of the platform and enhance the employee experience. 

• Deliver and manage a consultative search and booking experience for select Enterprise employees. 

• Coordinate with Product & Marketing colleagues to develop and execute nurture campaigns to inspire product engagement and booking for flexible office solutions. 

• Be accountable for your team’s Enterprise account success metrics that include adoption %, engagement %, booking revenue, retention rates, customer satisfaction, and account expansion.

• Supervise a growing team of Customer Success Managers.  Develop and implement variable compensation plans and provide ongoing development feedback to your team.  Recruit and hire new team members based on the goals of the organization.

• Envision and design key internal processes relative to the Customer Success customer journey.  Work with the team and internal stakeholders to implement and optimize these processes.

Preferred Skills

• You thrive in a dynamic, high growthp environment 

• You are customer obsessed - experience managing successful Enterprise customer relationships (3-5 years of experience preferred)

• You are a great communicator - experience and capability engaging at all levels of a major Enterprise account with strong presentation skills

• You are a bit of a Product geek - proficiency and comfort in understanding software solutions and translating that knowledge to customer engagement.

• You love to get your creative juices flowing - experience in developing training materials and client engagement content

• You are agile - Ability to build strong internal working relationships and effective cross functional teams

• You are comfortable with planning and execution at both the strategic and operational levels 

• You operate comfortably in ambiguity when needed. You seek to bring structure to the table through documented processes for your team. 

• You are the leader of Customer Success.  You directly supervise the Customer Success Team and you have experience as a people manager. You work cross functionally to see your team success with sales, marketing, support, product, and supply departments.

• You are capable of both strategic envisioning as well as tactical execution.

• Proficiency in Google Suite, Microsoft Office, & CRM solutions like HubSpot, Salesforce or  PipeDrive

Working at LiquidSpace

• Challenging, fast paced work environment

• Competitive salary & equity compensation

• Full health, dental, vision

• Distributed, global team that works anywhere  

• Fun, passionate, colleagues

• Flexible vacation plan