- Office in Bellevue
Description
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.
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Join late-stage sales cycles for strategic and enterprise opportunities to build stakeholder familiarity before contract execution.
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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.
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Confirm all onboarding prerequisites are met before the Onboarding & Delivery team takes possession of the deployment plan.
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Facilitate the governance charter workshop with the customer, defining program accountability, decision rights, escalation paths, and operating cadence.
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Produce or co-produce the Governance & RM Charter and Stakeholder & RM Accountability Map for each account.
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Maintain executive sponsor alignment throughout the engagement, including board-level briefings where required by the account profile.
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Manage the end-to-end customer journey from Stage 1 (pre-sale) through Stage 9 (renewal and expansion) for owned accounts.
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Coordinate between the Onboarding & Delivery team and AI & Governance Practices team to ensure handoffs are clean and quality gates are signed off on.
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Present ROT analysis, classification coverage, maturity progression, and renewal narratives to executive stakeholders at regular cadence.
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Own the monthly executive report and QBR deck for each strategic and enterprise account.
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Act as RecordPoint's accountable owner for partner-led enterprise accounts; the CX Scorecard applies regardless of delivery route.
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Oversee partner CSM execution quality and intervene directly when customer outcomes are at risk.
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Manage partner QBR cadence and escalate partner delivery issues before they affect customer health.
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Initiate renewal planning 90 days prior to contract end, anchored to a current CX Scorecard review.
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Build and deliver outcome-based renewal business cases quantifying risk reduction, storage cost savings, defensible disposal, and AI governance readiness.
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Identify and qualify expansion scope at every QBR, including new repositories, additional regions, AI governance scope, and subsidiary onboarding.
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Partner with the CS Lead and CRO on commercial terms while owning the executive narrative and outcomes evidence.
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.
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.
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.
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.
You'll bring:
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3-5 + years in enterprise Customer Success, Account Management, or post-sale B2B SaaS with direct ownership of strategic accounts.
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Experience managing senior executive relationships (CIO, CDO, Legal, Risk) in regulated or complex environments.
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Demonstrated ability to lead executive reviews, QBRs, and board-level reporting.
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Familiarity with governance, compliance, or records management environments.
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Strong commercial acumen: renewal forecasting, expansion identification, business case development.
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Ability to orchestrate multiple internal and external stakeholders across a complex delivery lifecycle.
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Experience with partner-led delivery or partner-oversight models.
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Familiarity with AI governance, data classification, or information security frameworks.
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Prior experience in banking, financial services, public sector, or critical infrastructure verticals.
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Experience with RecordPoint products or comparable information governance platforms.
Highly Regarded
What success looks like in the first 12 months?
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All owned customer accounts have live, current outcomes plans anchored to milestones.
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Governance charters are in place and active for all accounts entering the journey.
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QBR cadence is running on schedule with executive-grade materials.
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Renewal business cases are built 90 days ahead of contract end for all owned accounts.
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Partner-led enterprise accounts have clear health scores and escalation pathways.
