Key Client Success Manager

Red Oak is the sole-source, integrated compliance and distribution platform for regulated financial services. 37 of the top 40 global asset managers are Red Oak clients, including Fidelity, BNY, Blackstone, and JP Morgan, across $101 trillion in AUM. 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.

• 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.

• 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 escalate 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

• 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

   

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.

• Equity units via EAR (Equity Appreciation Rights): share in what we're building

• Comprehensive health coverage: medical, dental, and vision

• 401(k) with a 3% company contribution

• 20 days PTO annually, plus your birthday off and paid sick leave

• Enhanced family leave

• Life insurance

   

Location: Austin HQ

Reports to: Director of Client Success

Team: Client Success