Customer Success Manager

About the Opportunity

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:

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. 

• 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 

Governance programs require structured foundations. This CSM leads the governance charter activation and stakeholder alignment at the commencement of every enterprise engagement. 

• 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. 

 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. 

• 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. 

 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. 

• 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. 

 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. 

• 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: ### What success looks like in the first 12 months? ### Why RecordPoint: