Senior Customer Success Manager

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:

• 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. 

• 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. 

• 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. 

• 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. 

• 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:

• 7 + 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. 

• 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!