Customer Success Manager

RecordPoint; Melbourne; On-site; AUD 80,000 - 120,000; Full time

Benefits offered by this job

Flexible work arrangements

Generous paid parental leave

4 weeks annual leave

Employee Share Options

Personal Development budget

Global opportunities

Job summary

An innovative firm is seeking a proactive Customer Success Manager to enhance customer adoption and drive long-term success. This role involves guiding clients to maximize their investment in a cutting-edge SaaS platform, ensuring they achieve their business goals. You will play a pivotal role in the customer lifecycle, leveraging your strategic thinking to identify growth opportunities while fostering strong relationships. Join a dynamic team dedicated to delivering exceptional customer experiences and be part of a company that values innovation and collaboration. If you are passionate about customer success and want to make a significant impact, this opportunity is for you.

Qualifications

• 3-5 years in Customer Success or Account Management in B2B SaaS.
• Experience in data privacy or compliance solutions is preferred.

Responsibilities

• Manage the post-sales customer lifecycle from onboarding to renewal.
• Build long-term partnerships and monitor customer health metrics.

Skills

Customer Success Management

Account Management

Consulting

Data Privacy

Strategic Thinking

Communication Skills

Proactive Risk Management

Sales Acumen

Education

Bachelor’s degree in Business

Bachelor’s degree in Computer Science

Tools

Salesforce

Customer Success tools

Job description

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 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 environment 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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