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REMOTE - BASED IN United States

Senior Director of Client Success

We are looking for a Senior Director of Client Success to lead the full post-sale journey for our enterprise and strategic accounts. The ideal candidate will have deep experience scaling Customer Success organizations in high-growth B2B SaaS environments, a strong background in enterprise implementations, and the ability to build trusted relationships with senior stakeholders across large, complex global organizations.

To be successful in this role, you will need proven experience overseeing onboarding, implementation, training, support, and customer success teams; a strong commercial instinct tied to retention and expansion outcomes; and the ability to design scalable frameworks that drive rapid time-to-value and world-class customer satisfaction.

The Senior Director of Client Success is responsible for leading a high-performing CS organization, delivering complex multi-phase implementations, standardizing processes and playbooks, driving adoption and ROI, managing NRR and retention metrics, resolving executive-level escalations, and partnering closely with Sales, Product, and Marketing to support customer growth and advocacy.

Find the details of this role below.

Who We Are

O3 Solutions is growing! With hundreds of billions of dollars being spent within industrial construction— data center, energy, industrial manufacturing, infrastructure, mining & metals, our addressable market is significant. We are transforming these industrials through our cloud-based Agile project management platform.

Our target customers have a need (knowingly and some unknowingly) to partner with O3 Solutions to manage these complex industrial construction projects. By fully integrating the entire construction ecosystem on a modern cloud-based platform, our clients can deploy capital projects at a lower cost, on a more predictable schedule, and with decreased requirements for working capital. We envision a world where construction thrives through streamlined, Agile project management. Our vision is to create a future where every project team—from site planners to executives—at every project stage—from early project planning through commissioning and startup—collaborates effortlessly, empowered by technology that enhances agility, transparency, and efficiency.

About This Position

Senior Director of Client Success, you will own the entire post-sale client journey for our enterprise and strategic accounts, including some of the largest asset owners, EPCs and contractors in the world. You will build and scale a world-class CS organization (Implementation Delivery, Onboarding, Training, Support and CSMs/AMs) that delivers world class retention, rapid time-to-value and will model being fanatical about client advocacy and adoption.

This is a highly visible leadership role reporting directly to the CRO.

Responsibilities

  • Design and execute a scalable onboarding and implementation framework that reduces time-to-value while maintaining white-glove service for enterprise clients
  • Develop and enforce standardized playbooks, toolboxes, and templates for Onboarding, Project Management, Training, and Ongoing Support
  • Drive adoption, value realization, and ROI proof points that fuel upsell/cross-sell and reference ability
  • Oversee the incredible team delivering complex, multi-phase enterprise implementations and project deliveries, ensuring on-time, on-scope, and on-budget outcomes
  • Build, lead, and scale a high-performing Customer Success team (CSMs, Implementation/Project Delivery, and Support) through rapid growth
  • Own all key customer metrics: Gross & Net Revenue Retention, expansion revenue, churn mitigation, customer satisfaction (NPS/CSAT), and time-to-value
  • Act as an account sponsor and escalation point for strategic accounts; maintain direct relationships with senior-level stakeholders at top owners and EPCs
  • Partner tightly with Product and Solution Consulting to prioritize customer-driven enhancements and influence the long-term roadmap
  • Implement scalable tech-touch and digital-led motions to complement high-touch enterprise service as the customer base grows
  • Collaborate with Sales and Marketing on customer marketing, references, conferences, case studies, and expansion forecasting
  • Hire, mentor, and develop top talent; foster a culture of ownership, accountability, and customer obsession

Job Requirements

  • 5+ years in Client Success / Post-Sales leadership roles within B2B SaaS (construction tech, project management, or field operations software strongly preferred)
  • Proven track record scaling Customer Success through high-growth ARR phases
  • Deep experience managing enterprise implementations and project delivery in complex, multi-stakeholder and international environments
  • Exceptional executive presence and ability to build trusted relationships with complex and international enterprises
  • Strong commercial acumen with direct influence on NRR, expansion revenue, and renewals
  • Experience building and standardizing CS processes, playbooks, and toolkits from the ground up
  • Demonstrated success hiring and scaling remote/hybrid teams
  • Data-driven operator comfortable with Hubspot, Slack, Grain, and modern CS tech stacks (or willingness to implement)

What We Offer

  • An opportunity to contribute to a leading-edge company that is disrupting the least digitized industry on the planet with our agile project management platform.
  • The chance to make an impact on the way our technology is being developed and going to market.
  • A vibrant, dynamic and fast-paced work environment, where you will be able to grow as we grow.
  • Collaborative and inspiring teams.
  • Work in a culture ‘Built on Values, Driven by Results’
  • Fun work environment where we celebrate our successes!
  • Comprehensive salary and benefits package.
    • Market competitive salary
    • Unlimited PTO
    • Medical, Dental, & Vision Insurance
    • Voluntary Life/AD&D
    • Long term disability
    • Sabbatical
    • Maternity Leave
    • Fourteen (14) Company holidays
    • Matched 401(k)

O3 at a Glance

91%
Employee Satisfaction Rating
58
Excellent NPS Score for Product Usability
92%
Client Satisfaction Rating