Customer Success Manager

Job Description

Job Description

RecordPoint is a data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting edge technology and innovation-first mindset.  

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.   

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative and transparent environment, collectively working toward the singular goal of continuously doing better.   

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options — you might find that the greatest benefit of all, is the team you join. 

About the Opportunity

RecordPoint's largest and most complex customers require a CSM who can operate at the intersection of executive governance, commercial management, and technical oversight. The Customer Success Manager is responsible for driving customers through the full nine-stage customer journey from pre-sale handover through renewal and beyond. 

This role also carries partner-success responsibilities for partner-led enterprise accounts until RecordPoint reaches the dedicated partner revenue threshold, making it the most commercially complete individual-contributor role in the Customer Success team. 

This is RecordPoint's most senior individual-contributor customer role. It requires the ability to operate at executive level, drive governance outcomes, build compelling commercial cases, and maintain disciplined execution across complex, multi-stakeholder programs. It is not a relationship-maintenance role — it is an outcomes and orchestration role for people who are energised by accountability, complexity, and customer impact. 

You'll be accountable for:

1 / Pre-Sale Engagement & Handover  

Customer Success begins before the contract is signed. The CSM is assigned to strategic opportunities pre-contract to ensure a seamless transition from commercial close to delivery commencement. 

• Join late-stage sales cycles for strategic and enterprise opportunities to build stakeholder familiarity before contract execution. 

• Prepare and own the internal handover brief — capturing scope, stakeholder map, risk indicators, regulatory context, and success criteria — to be completed within five business days of contract signature. 

• Confirm all onboarding prerequisites are met before the Onboarding & Delivery team takes possession of the deployment plan. 

 2 / Governance Charter & Stakeholder Alignment  

Governance programs require structured foundations. This CSM leads the governance charter activation and stakeholder alignment at the commencement of every enterprise engagement. 

• Facilitate the governance charter workshop with the customer, defining program accountability, decision rights, escalation paths, and operating cadence. 

• Produce or co-produce the Governance & RM Charter and Stakeholder & RM Accountability Map for each account. 

• Maintain executive sponsor alignment throughout the engagement, including board-level briefings where required by the account profile. 

 3 / Customer Journey Orchestration  

The CSM is the primary orchestrator of the customer's nine-stage journey, ensuring correct sequencing, ownership, and progression across stages and gates. 

• Manage the end-to-end customer journey from Stage 1 (pre-sale) through Stage 9 (renewal and expansion) for owned accounts. 

• Coordinate between the Onboarding & Delivery team and AI & Governance Practices team to ensure handoffs are clean and quality gates are signed off on.

• Present ROT analysis, classification coverage, maturity progression, and renewal narratives to executive stakeholders at regular cadence. 

• Own the monthly executive report and QBR deck for each strategic and enterprise account. 

 4 / Partner-Led Enterprise Account Oversight  

Until a dedicated Partner Success role is established, this CSM carries named accountability for partner-led enterprise accounts in their theatre. 

• Act as RecordPoint's accountable owner for partner-led enterprise accounts; the CX Scorecard applies regardless of delivery route. 

• Oversee partner CSM execution quality and intervene directly when customer outcomes are at risk. 

• Manage partner QBR cadence and escalate partner delivery issues before they affect customer health. 

 5 / Renewal & Expansion Business Casing  

Renewal and expansion are the ultimate measures of value delivery. The CSM owns the commercial outcomes cycle for their accounts. 

• Initiate renewal planning 90 days prior to contract end, anchored to a current CX Scorecard review. 

• Build and deliver outcome-based renewal business cases quantifying risk reduction, storage cost savings, defensible disposal, and AI governance readiness. 

• Identify and qualify expansion scope at every QBR, including new repositories, additional regions, AI governance scope, and subsidiary onboarding. 

• Partner with the CS Lead and CRO on commercial terms while owning the executive narrative and outcomes evidence. 

You'll bring:

• 3-5 + years in enterprise Customer Success, Account Management, or post-sale B2B SaaS with direct ownership of strategic accounts. 

• Experience managing senior executive relationships (CIO, CDO, Legal, Risk) in regulated or complex environments. 

• Demonstrated ability to lead executive reviews, QBRs, and board-level reporting. 

• Familiarity with governance, compliance, or records management environments. 

• Strong commercial acumen: renewal forecasting, expansion identification, business case development. 

• Ability to orchestrate multiple internal and external stakeholders across a complex delivery lifecycle. 

  Highly Regarded  

• Experience with partner-led delivery or partner-oversight models. 

• Familiarity with AI governance, data classification, or information security frameworks. 

• Prior experience in banking, financial services, public sector, or critical infrastructure verticals. 

• Experience with RecordPoint products or comparable information governance platforms. 

What success looks like in the first 12 months?

• All owned customer accounts have live, current outcomes plans anchored to milestones. 

• Governance charters are in place and active for all accounts entering the journey. 

• QBR cadence is running on schedule with executive-grade materials. 

• Renewal business cases are built 90 days ahead of contract end for all owned accounts. 

• Partner-led enterprise accounts have clear health scores and escalation pathways. 

Why RecordPoint:

• Fast-growth Australian-owned company
• Competitive Remuneration Package with market base + attractive variables. 
• Flexible work environment and a strong focus on work-life harmony
• Innovation is our way of life
• Personal Development budget for all staff
• Access to Employee Stock Ownership Plan
• A brilliant graduate program that provides both mentoring and growth opportunities for all
• Work on a product that makes a real social-good impact on the world
• Global opportunities!

Know more:

By checking us out on all the usual platforms, and especially our About Us 

or our Life at RecordPoint blog: -its-like-to-work-at-recordpoint 

How to apply:

Click the 'apply now' button send us your CV.

RecordPoint is an equal opportunities employer.

We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.

If you want to know what to expect from a RecordPoint application process, read more here:

No recruiters please, we've got this one covered.

You will need to pass a police background check to be eligible for employment at RecordPoint.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.