Job Description

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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.

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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.

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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.

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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:n

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.

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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.

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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:n

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- Play a leading role in the end-to-end post-sales customer lifecycle, from onboarding through adoption, value realization, renewal, and expansion
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- Leverage success playbooks and segmentation strategies to ensure customers maximize the value of our platform, achieving their business goals
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- Build trusted, long-term partnerships with customers by understanding their goals, delivering tailored solutions, and driving outcomes
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- 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
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- 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
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- Ensure high renewal rates by consistently demonstrating value, aligning with customer business goals, and mitigating blockers
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- Serve as the voice of the customer internally, capturing feedback and partnering with Product, Support, and Engineering teams to drive continuous improvement
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- Conduct quarterly and annual business reviews (QBRs/EBRs) to showcase ROI, success milestones, and strategic opportunities for growth
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- Use customer success tools and CRM systems to drive automation, customer insights, and efficiency at scale
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You'll do:nn
- Develop and execute tailored Value Plans for each customer to drive adoption and value realisation
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- Partner with Customer Solutions Engineers to unlock feature adoption, address unique customer needs, and solution for technical or business challenges
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- Monitor adoption trends, product usage, and customer sentiment to address risks and drive continuous engagement
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- Proactively identify whitespace opportunities within accounts, build expansion plans, and generate CSQLs to support upsell and cross-sell initiatives
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- Collaborate with cross-functional teams, including Sales, Product, and Support, to ensure seamless customer experiences
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- Regularly engage with stakeholders, both operational and executive, through QBRs/EBRs to align on value drivers, shared goals, progress etc
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- Advocate for product improvements based on customer needs, driving discussions with internal teams and influencing the product roadmap
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You'll bring:nn
- 3-5 years of experience in Customer Success, Account Management, or Consulting roles within a B2B enterprise SaaS workplace
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- Strong preference for experience in data privacy, security, or compliance solutions
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- Proven success managing customers within a B2B SaaS setting, driving adoption, retention, and growth
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- Bachelor's degree in Business, Computer Science, or a related field
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- Customer-Centric Mindset:



Passion for helping customers achieve business success and build strong relationships as a trusted advisor
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- Strategic Thinking: Ability to anticipate customer needs, identify opportunities for adoption and growth, and implement scalable playbook-driven approaches
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- Proactive Risk Management: Skilled at identifying risks through customer health metrics and sentiment, taking proactive steps to address issues
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- Sales Acumen: Experience generating expansion opportunities and pipeline, collaborating with Sales for upsells and cross-sells
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- Communication Skills: Excellent verbal, written, and interpersonal communication skills, with the ability to engage executive stakeholders and drive results
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- Technical Aptitude: Ability to quickly understand a platform's technical features and effectively communicate their value to customers
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- Data-Driven Execution: Experience using CS tools, CRM systems (Salesforce), and metrics to drive strategic actions
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- Deep understanding of customer success methodologies, including health scoring, adoption tracking, and churn mitigation
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- Familiarity with the data privacy, compliance, and security landscape is highly desirable
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- Ability to effectively manage large portfolios using segmentation and automation strategies
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Why RecordPoint:nn
- Fast-growth Australian-owned company
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- Flexible work environment and a strong focus on work-life harmony
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- Innovation is our way of life
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- Personal Development budget for all staff
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- Access to Employee Stock Ownership Plan
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- A brilliant graduate program that provides both mentoring and growth opportunities for all
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- Work on a product that makes a real social-valuable impact on the world
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- Competitive Parental Leave programs
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- Global opportunities!
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Know more:n

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:n

Click the 'apply now' button send us your CV.

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RecordPoint is an equal opportunities employer.

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We offer a fast-paced, dedicated and enjoyable environment, working with some of the best people in the industry.

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If you want to know what to expect from a RecordPoint application process, read more here.

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No recruiters please, we've got this one covered.

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You will need to pass a police background check to be eligible for employment at RecordPoint.

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Seniority level

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- Not Applicable
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Employment type

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- Full-time
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Job function

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- Other
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- Industries: Software Development
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📌 Customer Success Manager (Victoria)
🏢 Recordpoint
📍 Victoria