Senior Customer Success Manager

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.

Scope of Role:

We are seeking a seasoned Senior Customer Success Manager (CSM) to serve as a strategic partner for RecordPoint's most valuable enterprise clients. In this role, you will act as a trusted advisor, guiding customers to realize recurring value of their RecordPoint investment. You will manage a select portfolio of high ARR accounts, crafting customized strategies to drive platform adoption, ensure value realization, and accelerate growth.

Leveraging your commercial acumen and experience in coordinating complex initiatives, you will lead cross-functional efforts to drive the expansion of our platform, in some cases within various divisions of enterprise customers. This role requires a deep understanding of enterprise customer success methodologies, technical proficiency, and the ability to align RecordPoint's solutions with the strategic objectives of our clients.

You'll be responsible for:

• Serve as the primary point of contact for RecordPoint’s largest enterprise customers, ensuring long-term value and strategic alignment
• Create and execute tailored adoption and value realization plans to achieve measurable customer outcomes
• Facilitate Executive Business Reviews (EBRs), regular health checks, and key stakeholder meetings to drive alignment on value, monitor progress, and identify opportunities for growth
• Alongside the Project team, manage cross-functional adoption and implementation programs, ensuring seamless execution across the organization
• In partnership with your Customer Solutions Engineer, deliver adoption training and enablement initiatives to help customers unlock the full value of the platform and ensure successful integration into their workflows
• Partner with customers to identify new use cases and opportunities for expansion, working closely with Sales and Product teams to drive upsells and renewals
• Respond to urgent customer needs or challenges, providing expert guidance and ensuring exceptional service
• Build stronger relationships and drive success by engaging with key stakeholders in person as needed, including onsite visits and meetings

You'll do:

• Develop and execute tailored Value Plans for each customer to drive adoption and value realisation
• Partner with Customer Solutions Engineers to unlock feature adoption, address unique customer needs, and solution for technical or business challenges
• Monitor adoption trends, product usage, and customer sentiment to address risks and drive continuous engagement
• Proactively identify whitespace opportunities within accounts, build expansion plans, and generate CSQLs to support upsell and cross-sell initiatives
• Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure seamless customer experiences
• Regularly engage with stakeholders, both operational and executive, through QBRs/EBRs to align on value drivers, shared goals, progress etc.
• Advocate for product improvements based on customer needs, driving discussions with internal teams and influencing the product roadmap

You'll bring:

• 5 years of experience in Customer Success, Account Management, or Consulting roles within a B2B enterprise SaaS environment
• Strong preference for experience in data privacy, security, or compliance solutions
• Proven success managing customers within a B2B SaaS setting, driving adoption, retention, and growth
• Bachelor’s degree in Business, Computer Science, or a related field
• Customer-Centric Mindset: Passion for helping customers achieve business success and build strong relationships as a trusted advisor
• Strategic Thinking: Ability to anticipate customer needs, identify opportunities for adoption and growth, and implement scalable playbook-driven approaches
• Proactive Risk Management: Skilled at identifying risks through customer health metrics and sentiment, taking proactive steps to address issues
• Sales Acumen: Experience generating expansion opportunities and pipeline, collaborating with Sales for upsells and cross-sells
• Communication Skills: Excellent verbal, written, and interpersonal communication skills, with the ability to engage executive stakeholders and drive results
• Technical Aptitude: Ability to quickly understand a platform’s technical features and effectively communicate their value to customers
• Data-Driven Execution: Experience using CS tools, CRM systems (Salesforce), and metrics to drive strategic actions
• Deep understanding of customer success methodologies, including health scoring, adoption tracking, and churn mitigation.
• Familiarity with the data privacy, compliance, and security landscape is highly desirable.
• Ability to effectively manage large portfolios using segmentation and automation strategies.

Why RecordPoint:

• Fast-growth Australian-owned company
• 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
• Competitive Parental Leave programs
• Global opportunities!