Key Client Success Manager

Red Oak

Austin, Northern (TX, KY)

Hybrid

USD 120,000 - 180,000

Full time

9 days ago

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Benefits offered by this job

Equity units via EAR

Comprehensive health coverage

401(k) with 3% employer match

20 days PTO annually

Birthday off

Enhanced family leave

Life insurance

Job summary

Red Oak is seeking a Senior Customer Success professional to own a strategic book of Tier 1 accounts from onboarding to renewal. You will drive success plans, adoption, and executive-level business reviews with C-suite sponsors, using AI tools to surface whitespace and risk signals.

You will partner with a commercial peer as an equal, map stakeholders across accounts, and lead at-risk saves, ensuring a high gross retention rate and measurable platform ROI.

Qualifications

5+ years in enterprise Customer Success or Account Management with retention accountability.
Experience with SaaS, navigating regulatory language with exec stakeholders.
Proven record of executive-level business reviews with outcome evidence.
Experience partnering with commercial peers and surfacing whitespace and renewal timing.
AI fluency in CS workflows: AI tools for research, reviews, and insights.
Strong written and verbal communication; ownership of a book like a business.

Responsibilities

Own an assigned book of Tier 1 accounts end to end—success plans, baselines, adoption strategy, escalations.
Deliver exec-level business reviews and provide outcome evidence for renewals.
Map and maintain multi-threaded stakeholder maps across accounts.
Lead saves when accounts move to at-risk; collaborate with Product/Solutions Engineering as needed.
Leverage AI to support prep, whitespace analysis, and call insights; use Salesforce for context.

Skills

Enterprise CS

Account Management

Executive Stakeholder Mgmt

SaaS

AI Fluency

Written Verbal Comm

Ownership Mentality

Tools

Salesforce

Gong

Claude AI

Job description

Overview

Red Oak is the sole-source, integrated compliance and distribution platform for regulated financial services. More than half of the top 20 global asset managers are Red Oak clients, including BlackRock, Vanguard, PIMCO, and Morgan Stanley. We're one of the fastest-growing companies in compliance tech. Our mission: we give compliance the speed to say yes, so growth never has to wait.

This is the second of two Key CSM seats covering Tier 1 — Red Oak's most complex, highest-value customer relationships.

You'll own an assigned book of these accounts end to end — success plans, outcome baselines, business review cadence, adoption strategy, escalation and save plans — with direct access to C-suite executives. You'll run your book like a business, not a queue.

High autonomy. High executive exposure. High stakes.

Tier 1 accounts are Red Oak's most complex, highest-value relationships — asset managers, broker-dealers, RIAs, and insurance firms running multiple products across Compliance, Distribution, and Supervision. Post-close is when sponsor relationships are most exposed, and competitive displacement already accounts for most of our churn by value. You're the coverage that closes that gap.

What Success Looks Like

Retention held. Your book holds GRR at or above 95% with zero unforecasted churn — every at‑risk account flagged early, every one carrying an active save plan.
Outcomes proven. Every account has a documented success plan and outcome baseline — time saved, workflow improvement, risk reduction, audit readiness — delivered to executive sponsors on SLA.
Relationships multi-threaded. Stakeholder maps stay current across each account, so no relationship depends on a single sponsor.
Your KAD walks in armed. Your paired Key Account Director enters every renewal and expansion conversation with proven outcomes, mapped whitespace, and qualified signals sourced from your account intelligence.

Responsibilities

Own an assigned book of Tier 1 accounts end to end — success plans, outcome baselines, business review cadence, adoption strategy, escalation and save plans
Deliver GRR ≥95% and zero unforecasted churn across your book
Establish and document outcome baselines for every account, then prove measurable results that anchor renewals and demonstrate platform ROI to executive sponsors
Deliver executive‑level business reviews to Tier 1 SLA, bringing outcome evidence, adoption insights, stakeholder mapping, and qualified expansion opportunities into the room
Partner with your assigned Key Account Director as an equal on account strategy — surfacing whitespace, expansion triggers, at‑risk signals, and renewal timing
Maintain multi‑threaded stakeholder maps across each account so no relationship depends on a single sponsor
Trigger and lead save plans when an account moves to at‑risk — deciding when to elevate to Product, Solutions Engineering, or executive sponsorship, and owning the save through to resolution
Use AI daily to run the Tier 1 motion: Claude for account research, business review prep, and outcome narratives; the CS/AM skill library for whitespace analysis, ABR deck generation, and call prep; Gong AI for call insights and risk signals; Salesforce for account and adoption context

What You'll Bring

5+ years in enterprise Customer Success or Account Management, owning a strategic or named book of accounts with direct commercial accountability for retention
Background in SaaS — comfort navigating compliance, audit, and regulatory language with executive stakeholders
Proven track record running executive‑level business reviews — you're the one bringing outcome evidence into the room, not just relationship‑managing
Experience partnering with a commercial counterpart as a peer — surfacing whitespace, risk signals, and renewal timing without owning the close yourself
AI fluency in your CS workflow: using AI tools for account research, business review prep, outcome narratives, and call insight synthesis. This is table stakes here
Sharp written and verbal communication — able to translate platform usage into outcome evidence executives will act on
An ownership mentality — you treat your book like a business, not a ticket queue
Plus: experience with Gong and Salesforce, or a comparable CS/RevOps stack

Additional Information

How We Work

We run the CS book on an AI operating system — agents handle prep, analysis, and the long tail so your time concentrates on what they can't do: being in the room with executive sponsors, proving outcomes, and leading saves. You own your book.

Benefits