Customer Success Manager

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. 

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. 

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. 

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. 

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. 

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. 

• 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.