OverviewThe Client Success Manager will be responsible for delivering exceptional service and strategic support to clients across the Wealth Management and Investment Company segments. This role is focused on increasing engagement, preventing churn, and driving net retained revenue by owning specific success motions, operational reviews, and renewal strategies for a large volume of clients. A successful candidate will work cross-functionally to lead a tech-touch segment, managing client health, and act as an advocate for client needs internally.
Responsibilities- Responsible for driving adoption, retention, and growth for a large volume of customers through automated engagements, data-driven insights, and scalable resources.
- Lead the creation, maintenance, and evolution of self-service client resources, touch points, and communication cadences.
- Partner with Account Managers to provide client support across key account segments. Includes leading client success reviews for certain clients, managing the success program for designated clients.
- Churn Mitigation and Client Health Monitoring: Responsible for proactively monitoring client engagement, satisfaction, and product usage to identify accounts that may be at risk of churn. Develop and execute account-specific plans to address risks, support client goals, and improve the overall health of each relationship.
- Renewal Strategy and Execution: Own the 120-day renewal planning process for assigned accounts. Collaborate with AMs and cross-functional teams to ensure timely preparation and execution of renewal strategies, helping secure contract renewals and maximize client retention.
- Operational Reviews and Communication: Lead and document operational business reviews with clients, ensuring regular, structured touchpoints to evaluate progress, align goals, and identify opportunities for added value.
- Client Advocacy and Enablement: Act as a dedicated client advocate, ensuring that client needs and feedback are represented internally across product, support, and leadership teams.
- Performance Measurement: Performance is measured by client engagement, reduction of churn, and impact on net retained revenue.
Competencies- Minimum of 2 years of experience in Client Experience, Client Success, or a related field within the financial services and/or SaaS industry, managing a large book of business.
- Within a tech-touch segment, experience with self-service client resources, touch points, and communication cadences.
- Experience creating and/or owning a client tech-touch segment is preferred.
- Experience with Red Oak software and/or the 4U platform is highly desirable.
- Proficiency in CRM software; Salesforce, Freshdesk, Zendesk preferred. Experience with project management methodologies and tools, preferred.
- Strong analytical and problem-solving skills with the ability to interpret client data and feedback.
- Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.
Work StructureRed Oak values the energy and creativity that comes from working together in person. To support this cultural element, this hybrid role is based out of our North Austin HQ with a minimum of 3 days (Tuesday-Thursday) in the office each week.
