Client Success Manager
The Client Success Manager will be responsible for supporting Account Managers in delivering exceptional service and strategic support to key 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 designated client tiers. A successful candidate will work cross-functionally to execute scheduled reviews, manage client health, and act as an advocate for client needs internally.
Key Responsibilities:
• Strategic Account Support: Partner with Account Managers to provide strategic client support across key account segments. Includes leading monthly client success reviews for clients, managing the success program for designated clients, conducting quarterly success reviews for Tier 1 clients, and providing support for Tier 2 renewal processes by request.
• 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. Maintain clear and ongoing communication with clients and internal stakeholders throughout the engagement lifecycle.
• 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. Lead client engagement efforts, promoting program adoption and consistent value delivery.
• Performance Measurement: Performance is measured by client engagement, reduction of churn, and impact on net retained revenue. The role has a direct influence on compensation through retention outcomes.
Skills/Qualifications:
• Minimum of 2 years of experience in Client Experience, Client Success, or a related field within the financial services and/or SaaS industry.
• 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.
• Proven leadership experience with the ability to inspire and build a team.
• Deep understanding of client-centric practices and a passion for delivering exceptional client experiences.
Work Structure:
Red 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 Cedar Park HQ with a minimum of 3 days (Tues-Thurs) in the office each week.