Senior Customer Success Manager (Brisbane)

RecordPoint is a data and information lifecycle management SaaS product that helps highly‐regulated organizations secure, manage, and improve their data. It differentiates itself with cutting‐edge technology and an innovation‐first mindset. Our global customer list includes top‐tier brands and government agencies such as 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. Team RecordPoint is made up of over 100 tech‐driven professionals. We foster a supportive, collaborative, and transparent environment committed to continuous improvement. We offer flexible work arrangements, paid parental leave, 4 weeks annual leave, Employee Share Options, and the opportunity to work with a dynamic team. About The Opportunity RecordPoint's largest and most complex customers require a Customer Success Manager (CSM) who can operate at the intersection of executive governance, commercial management, and technical oversight. The CSM drives customers through the full nine‐stage journey from pre‐sale handover through renewal and beyond, while also carrying partner‐success responsibilities until RecordPoint reaches the dedicated partner revenue threshold. This role is the most senior individual‐contributor customer role, focused on outcomes, orchestration, and accountability. You'll be accountable for: 1 / Pre‐Sale Engagement & Handover 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. 2 / Governance Charter & Stakeholder Alignment 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. 3 / Customer Journey Orchestration 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 clean handoffs and quality gate sign‐offs. 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. 4 / Partner‐Led Enterprise Account Oversight 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 elevate partner delivery issues before they affect customer health. 5 / Renewal & Expansion Business Casing 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. You'll bring: 7+ 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. Highly Regarded 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 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 plus attractive variables. Adaptable work environment and strong focus on work‐life harmony. Innovation is our way of life. Personal development budget for all staff. Access to Employee Stock Ownership Plan. Brilliant graduate programme with mentoring and growth opportunities. Work on a product that makes a real social‐good impact on the world. Global opportunities. RecordPoint is an equal opportunities employer. #J-*****-Ljbffr Apply on Kit Job: kitjobau.com/job/3re2gn