Managed Services Program Lead

RecordPoint's Elevation Program has grown to over $1M ARR and represents the primary post-onboarding managed service and capability expansion motion. The Elevation Program Specialist is the lead and program architect — responsible for designing, operating, and scaling the structured uplift motions that extend customers beyond initial onboarding into deeper governance maturity, expanded coverage, and commercial expansion. 

This role owns the program delivery, framework, playbooks, trigger logic, and expansion pathways that the Elevation Program delivers against. 

The Elevation Program represents RecordPoint's most mature and commercially significant post-onboarding motion. The Elevation Program Specialist will have a direct line of sight from program design to program revenue — a rare opportunity to own a structured managed-service offering and watch it grow. This role rewards program builders who combine delivery discipline with commercial acumen and governance depth. 

• Define and maintain the Elevation Program structure, playbooks, and engagement triggers. 

• Align program design with maturity progression, adoption gaps, and expansion pathways for target accounts. 

• Integrate the Elevation Program framework with the Customer Journey stages, AI data-readiness milestones, and RM Practice standards. 

• Create repeatable pathways for optimisation, new connector expansion, and advanced capability activation. 

• Ensure partners are trained on and can deliver the Elevation Program independently. 

• Run velocity ceremonies, blocker reviews, and milestone reporting for the Elevation Program. 

• Review Elevation Specialist output quality against program playbooks and intervene where standards are not met. 

• Develop and coach Elevation Specialists on program delivery, customer communication, and maturity assessment techniques. 

The Elevation Program Specialist is a customer-facing role for higher-value program engagements and escalations. 

• Lead Elevation Program intake discussions with CSMs and customers to scope uplift programs. 

• Contribute to maturity assessments and help customers understand their progression path. 

• Present Elevation Program value and outcomes at QBRs for major program accounts. 

• Align program triggers and expansion pathways with renewal and expansion commercial motions. 

• Contribute to renewal and expansion business cases with Elevation Program outcome evidence. 

• Track program revenue contribution and report Elevation Program ARR performance to the Onboarding & Delivery Lead. 

• Ensure Elevation Program playbooks incorporate AI data-readiness state transitions as structured progression milestones. 

• Design uplift paths that support customers in moving from Visible through Classified, Defensible, and Continuously Governed states. 

• Australian Citizen due to compliance requirement

• 4+ years in SaaS professional services, customer success, or managed services delivery. 

• Experience designing and operating structured program frameworks, not just executing within them. 

• Commercial awareness: ability to connect program outcomes to renewal and expansion motions. 

• Experience leading a small delivery team or service. 

• Strong playbook design and documentation skills. 

• Familiarity with records management, information governance, or data classification platforms. 

• Experience building partner certification or enablement programs. 

• Exposure to AI governance or AI risk management frameworks. 

• Prior experience in regulated-market delivery (financial services, government, critical infrastructure).