Key Client Success Manager

Red Oak•Austin, TX

37d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

Experience with Gong and Salesforce, or a comparable CS/RevOps stack

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