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.
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.
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.
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.
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.
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.
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.
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.
Highly Regarded
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!
Skills Required
- 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
- 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 We Do
RecordPoint is the Data Trust Platform, bringing calm to the chaotic world of data. We’re letting organizations discover, govern, and control their data for tighter compliance, more efficiency, and less risk. Businesses can trust that their data is accurate, private, and safe everywhere, all the time, for consistent confidence that’s backed by RecordPoint expertise and support. With RecordPoint, you can: - Turn data chaos into data trust. Automatically manage all your data in place – wherever it lives – so you can make informed decisions that earn customer trust and give you a competitive advantage. - Take data management off your daily to-do list. Know that your data is managed efficiently and consistently at scale with a platform that molds to how you do things (not the other way around). - Work with an expert partner who gets your challenges. Trust starts with knowing deep down that your data is organized, secure and ready for work – and our whole team is here to support you along the way. The customizable platform is comprised of records management and data lineage tools that work together to give you full context throughout the data lifecycle. Know what data you have and where it is, with continuous data inventory and data categorization. Make better data migration and minimization decisions, and safeguard for privacy, security and governance.
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