Customer Success Manager

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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:

We are seeking a proactive and customer-centric Customer Success Manager (CSM) to drive adoption, value realization, and long-term success for RecordPoint's customers in APAC.

As a strategic advisor, you will guide your customers on maximizing their investment in RecordPoint, ensuring they realize recurring value from their investment, whilst also identifying opportunities for growth and expansion.

Using a playbook-driven approach, you will deliver scalable success strategies focused on adoption, retention, and seamless renewals. Partnering closely with Customer Solutions Engineers and cross-functional teams, you will mitigate risks, uncover growth potential, and provide an exceptional customer experience that fosters lasting relationships.

What you'll be responsible for:

• Play a leading role in the end-to-end post-sales customer lifecycle, from onboarding through adoption, value realization, renewal, and expansion
• Leverage success playbooks and segmentation strategies to ensure customers maximize the value of our platform, achieving their business goals
• Build trusted, long-term partnerships with customers by understanding their goals, delivering tailored solutions, and driving outcomes
• Monitor customer health through key metrics (adoption rate, CSAT, Customer Health Score) and take proactive action to address risks early with support from the Customer Solutions Engineer
• Partner with your Customer Solutions Engineer to identify and drive Customer Success Qualified Leads (CSQLs) that contribute to pipeline generation for upsell and cross-sell opportunities
• Ensure high renewal rates by consistently demonstrating value, aligning with customer business goals, and mitigating blockers
• Serve as the voice of the customer internally, capturing feedback and partnering with Product, Support, and Engineering teams to drive continuous improvement
• Conduct quarterly and annual business reviews (QBRs/EBRs) to showcase ROI, success milestones, and strategic opportunities for growth
• Use customer success tools and CRM systems to drive automation, customer insights, and efficiency at scale

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:

• 3-5 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

Know more:

By checking us out on all the usual platforms, and especially our About Us here or our Life at RecordPoint blog: here.

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.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other
• Industries: Software Development

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