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.
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 setting 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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📌 Customer Success Manager (Victoria)
🏢 Recordpoint
📍 Victoria