Client Solutions Lead

Office Hours • San Francisco, CA

3d • $150,000 - $250,000 • Hybrid

About The Position

We are looking for a Director, Client Solutions to lead and scale our Client Solutions organization. This role is responsible for delivering exceptional client outcomes while driving sustainable revenue growth across our customer base. The Director will own segment performance while leading a team of Managers, Client Success Managers (CSMs), and Client Solutions Associates (CSAs). You will ensure our clients receive exceptional service, projects run smoothly, and accounts expand over time through strong delivery and trusted relationships. This role requires a leader who can balance commercial performance, operational excellence, and team development. You will help scale the Client Solutions organization while maintaining the high standards and culture that define Office Hours. This role reports directly to the CEO and works closely with Sales, Product, and Leadership.

Requirements

• Experience leading Client Success, Account Management, or Customer Solutions teams in a high-growth environment
• Strong track record of driving revenue growth, account expansion, and customer retention
• Proven ability to hire, coach, and develop high-performing teams
• Operational mindset with the ability to improve systems, processes, and execution at scale
• Ability to balance strategic thinking with hands-on leadership
• Excellent communication skills and ability to collaborate across Sales, Product, and Leadership
• High standards for performance and strong accountability for results

Nice To Haves

• Experience leading client-facing teams in marketplace, consulting, or expert network businesses
• Background working with enterprise customers or complex project-based delivery
• Experience scaling customer success or service organizations from early stages
• Familiarity with knowledge marketplaces, AI, or expert networks

Responsibilities

• Own Segment Performance
• Drive revenue growth, account expansion, and customer retention across the Client Solutions organization.
• Ensure the team consistently meets or exceeds revenue goals while maintaining strong client relationships.
• Build and Develop the Team
• Lead hiring, coaching, and professional development for Managers, CSMs, and CSAs.
• Maintain high talent density by developing strong performers and making thoughtful hiring decisions.
• Lead Client Delivery Excellence
• Ensure projects run smoothly across accounts, customer relationships remain strong, and delivery quality remains consistently high.
• Lead the Client Solutions Organization
• Continuously improve how the Client Solutions organization operates and scales. This includes shaping onboarding programs, strengthening professional development and training, improving operational playbooks, and raising the performance bar across the team.
• You will also bring insights from client work back into the company to improve our product, platform, and customer experience.

Benefits

• Competitive salary and equity
• Medical, dental, and vision coverage
• 401(k)
• Monthly wellness and fitness stipend
• Paid time off policy, along with company holidays
• Annual company off-sites (Tahoe, Mendocino, Mexico City, San Diego, Park City)
• Parent-friendly policies, remote flexibility, and paid family leave

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed