Client Success Manager, Scaled Programs

Objectives The Client Success Manager, Scaled Programs 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 high-volume segment, owning and iterating upon strategy with the goal of optimizing client experience. Responsibilities Responsible for driving adoption, retention, and growth for a large volume of clients through automated engagements, data-driven insights, and scalable resources. 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. Responsible for proactively monitoring client engagement, satisfaction, and product usage to identify accounts that may be at risk of churn. Develop and execute segment-specific plans to address risks, support client goals, and improve overall health. Lead the scaling of client business reviews to create a lower touch system that delivers real value and insights to client base. Lead the creation, maintenance, and evolution of self-service client resources, touch points, and communication cadences across high volume segments. Develop, iterate on, and optimize the client lifecycle and touchpoint strategy including onboarding flows, check-in cadences, renewal nudges, and more. Create, maintain, and refine onboarding playbooks, and lifecycle programs, and client health scoring models — defining the signals, weighting, and thresholds that trigger interventions. Develop and iterate on scaled content — in-app guides, email nurture tracks, help center content, training resources; treat content as a product. Report on program performance — owning a regular readout on engagement metrics, cohort health, churn trends, and what’s working. Evaluate and recommend tooling — as the resident expert on what the scaled segment needs, this person should have a voice in tool selection and stack decisions. Contribute to automation, health scoring, and documentation improvements. Provide structured feedback to reduce friction at scale. Increase CS leverage per account over time. Competencies Minimum of 5–7 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. AI experience preferred. Within a book of business comprised of many small to midsized clients, experience with self-service client resources, touch points, and communication cadences. Experience with Red Oak software and/or the 4U platform is desirable. Proficiency in AI Tooling, CSP/Client Management software, CRM software; Salesforce, preferred. Experience with client segmentation methodologies and tools, statistics or analytical background preferred. Experience building repeatable onboarding, lifecycle, or renewal programs. 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 (Tuesday–Thursday) in the office each week. Benefits: Equity Units Healthcare Insurance 5% 401K match Unlimited PTO #J-18808-Ljbffr Dormont Manufacturing Co