OverviewThis 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 6495% 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 InformationHow We WorkWe 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 a 3% company contribution
- 20 days PTO annually, plus your birthday off and paid sick leave
- Enhanced family leave
- Life insurance
Work StructureLocation: Austin HQ
Reports to: Director of Client Success
Team: Client Success
