Customer Success Operations Specialist

15 hours ago

Sydney, New South Wales, Australia RecordPoint Full time
Job Description

We are seeking a highly skilled and experienced Customer Success Manager to join our team in APAC. The successful candidate will be responsible for driving adoption, value realization, and long-term success for our customers in the region.

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.

You will work closely with our Customer Solutions Engineers and cross-functional teams to deliver scalable success strategies focused on adoption, retention, and seamless renewals.

The ideal candidate will have a proven track record of managing customers within a B2B SaaS setting, driving adoption, retention, and growth. They will possess excellent communication skills, a customer-centric mindset, and the ability to anticipate customer needs.

Responsibilities:

  • 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.

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