Job Title

Get AI-powered advice on this job and more exclusive features.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 RecordPoints 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 expansionLeverage success playbooks and segmentation strategies to ensure customers maximize the value of our platform, achieving their business goalsBuild trusted, long-term partnerships with customers by understanding their goals, delivering tailored solutions, and driving outcomesMonitor 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 EngineerPartner with your Customer Solutions Engineer to identify and drive Customer Success Qualified Leads (CSQLs) that contribute to pipeline generation for upsell and cross-sell opportunitiesEnsure high renewal rates by consistently demonstrating value, aligning with customer business goals, and mitigating blockersServe as the voice of the customer internally, capturing feedback and partnering with Product, Support, and Engineering teams to drive continuous improvementConduct quarterly and annual business reviews (QBRs/EBRs) to showcase ROI, success milestones, and strategic opportunities for growthUse customer success tools and CRM systems to drive automation, customer insights, and efficiency at scaleYou''ll do:Develop and execute tailored Value Plans for each customer to drive adoption and value realisationPartner with Customer Solutions Engineers to unlock feature adoption, address unique customer needs, and solution for technical or business challengesMonitor adoption trends, product usage, and customer sentiment to address risks and drive continuous engagementProactively identify whitespace opportunities within accounts, build expansion plans, and generate CSQLs to support upsell and cross-sell initiativesCollaborate with cross-functional teams, including Sales, Product, and Support, to ensure seamless customer experiencesRegularly engage with stakeholders, both operational and executive, through QBRs/EBRs to align on value drivers, shared goals, progress etcAdvocate for product improvements based on customer needs, driving discussions with internal teams and influencing the product roadmapYou''ll bring:3-5 years of experience in Customer Success, Account Management, or Consulting roles within a B2B enterprise SaaS environmentStrong preference for experience in data privacy, security, or compliance solutionsProven success managing customers within a B2B SaaS setting, driving adoption, retention, and growthBachelors degree in Business, Computer Science, or a related fieldCustomer-Centric Mindset: Passion for helping customers achieve business success and build strong relationships as a trusted advisorStrategic Thinking: Ability to anticipate customer needs, identify opportunities for adoption and growth, and implement scalable playbook-driven approachesProactive Risk Management: Skilled at identifying risks through customer health metrics and sentiment, taking proactive steps to address issuesSales Acumen: Experience generating expansion opportunities and pipeline, collaborating with Sales for upsells and cross-sellsCommunication Skills: Excellent verbal, written, and interpersonal communication skills, with the ability to engage executive stakeholders and drive resultsTechnical Aptitude: Ability to quickly understand a platforms technical features and effectively communicate their value to customersData-Driven Execution: Experience using CS tools, CRM systems (Salesforce), and metrics to drive strategic actionsDeep understanding of customer success methodologies, including health scoring, adoption tracking, and churn mitigationFamiliarity with the data privacy, compliance, and security landscape is highly desirableAbility to effectively manage large portfolios using segmentation and automation strategiesWhy RecordPoint:Fast-growth Australian-owned companyFlexible work environment and a strong focus on work-life harmonyInnovation is our way of lifePersonal Development budget for all staffAccess to Employee Stock Ownership PlanA brilliant graduate program that provides both mentoring and growth opportunities for allWork on a product that makes a real social-good impact on the worldCompetitive Parental Leave programsGlobal 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 levelNot ApplicableEmployment typeFull-timeJob functionOtherIndustries: Software DevelopmentReferrals increase your chances of interviewing at RecordPoint by 2x #J-18808-Ljbffr