Head of Post-Sale Experience & AI-Driven Support

Red Oak; Austin (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Equity units via EOP (Employee Owned)

Comprehensive health coverage

401(k) with company contribution

PTO and birthday off

Enhanced family leave

Life insurance

Job summary

Red Oak, a leading compliance software provider for financial services, seeks a senior leader to unify Implementation and Support. You will shape the post-sale journey across SMB to Enterprise, building scalable structures and leveraging AI to maintain high-quality service as we grow.

You will define shared metrics, coach leaders, and partner with Product and Engineering to resolve cross-functional issues. A strong SaaS background and change-management experience are essential.

Qualifications

• 10+ years in customer-facing roles within SaaS, with 5+ years leading Implementation, Support, or CX teams.
• Proven track record reducing time-to-value and escalations through process improvements.
• Ability to structure blended teams for SMB to Enterprise accounts and use AI to scale operations.

Responsibilities

• Own end-to-end post-sale client journey across Implementation and Support.
• Define and drive shared metrics for timelines, time-to-value, response times, and CSAT.
• Build clear escalation paths and align where needed with Product and Engineering.

Skills

Leadership

SaaS

Post-sale Experience

AI in Support

Education

Bachelor's degree

Tools

Salesforce

Job description

Red Oak, a leading compliance software provider for financial services, seeks a senior leader to unify Implementation and Support. You will shape the post-sale journey across SMB to Enterprise, building scalable structures and leveraging AI to maintain high-quality service as we grow.

You will define shared metrics, coach leaders, and partner with Product and Engineering to resolve cross-functional issues. A strong SaaS background and change-management experience are essential.