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About the Role
This role is one of two Key Customer Success Manager seats covering Tier 1 accounts, Red Oak's most complex and highest-value customer relationships. You will own an assigned book of these accounts end-to-end, managing success plans, outcome baselines, business review cadence, adoption strategy, and escalation/save plans with direct access to C-suite executives. The position offers high autonomy, executive exposure, and significant responsibility.
Responsibilities
- Own an assigned book of Tier 1 accounts end to end, including success plans, outcome baselines, business review cadence, adoption strategy, and escalation/save plans.
- Deliver Gross Retention Rate (GRR) of 95% or higher and zero unforecasted churn across your book.
- Establish and document outcome baselines for every account, proving measurable results to executive sponsors for renewals and demonstrating platform ROI.
- Deliver executive-level business reviews on SLA, presenting outcome evidence, adoption insights, stakeholder mapping, and qualified expansion opportunities.
- Partner with your assigned Key Account Director as an equal on account strategy, identifying whitespace, expansion triggers, at-risk signals, and renewal timing.
- Maintain multi-threaded stakeholder maps for each account to ensure no relationship relies on a single sponsor.
- Trigger and lead save plans for at-risk accounts, escalating to Product, Solutions Engineering, or executive sponsorship as needed, and owning the save process to resolution.
- Utilize AI tools daily for account research, business review preparation, outcome narrative development, whitespace analysis, expansion opportunity identification, and call insights.
Requirements
- 5+ years in enterprise Customer Success or Account Management, managing a strategic or named book of accounts with direct commercial accountability for retention.
- Background in SaaS, with comfort navigating compliance, audit, and regulatory language with executive stakeholders.
- Proven track record of running executive-level business reviews, presenting outcome evidence.
- Experience partnering with a commercial counterpart as a peer, identifying whitespace, risk signals, and renewal timing without owning the close.
- AI fluency in CS workflow, using AI tools for account research, business review prep, outcome narratives, and call insight synthesis.
- Sharp written and verbal communication skills, capable of translating platform usage into actionable outcome evidence for executives.
- An ownership mentality, treating the assigned book of business as a personal enterprise.
- Experience with Gong and Salesforce, or a comparable CS/RevOps stack is a plus.
Skills
- Customer Success
- Account Management
- SaaS
- AI tools
- Communication
- Gong
- Salesforce
Location
- Austin HQ
Work Type
- Onsite
Experience Level
- 5+ years
Benefits
- Equity units via EAR (Equity Appreciation Rights)
- Comprehensive health coverage: medical, dental, and vision
- 401(k) with 3% employer match
- 20 days PTO annually
- Birthday off
- Paid sick leave
- Enhanced family leave
- Life insurance
About the Company
- 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.