Key Client Success Manager

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 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

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

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

Comprehensive health coverage: medical, dental, and vision

401(k) with 3% employer match

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

Enhanced family leave

Life insurance

Work Structure

Location: Austin HQ

Reports to: Director of Client Success

Team: Client Success