Customer Success Lead at recordpoint

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 an experienced and visionary Head of Customer Experience to lead our customer experience initiatives on a global scale. This role will be pivotal in shaping and executing strategies that enhance customer satisfaction, loyalty, and retention. The ideal candidate will have a deep understanding of B2B SaaS environments, exceptional leadership skills, and a proven track record of driving customer-centric transformations. 1) Customer Journey Execution & Governance: The Customer Journey Playbook is the operating system for customer engagement after onboarding handover. The Customer Success Lead owns execution discipline across the portfolio. • Own the post-handover customer journey for all direct accounts from onboarding acceptance through renewal and expansion, and maintain oversight of partner-managed account outcomes. • Enforce quality gate compliance across the team portfolio. • Drive Time to First Value (TTFV) discipline across the team. • Ensure every Enterprise and Mid-Market account has a live, milestone-anchored outcomes plan from contract signature forward. • Maintain playbook currency by identifying gaps, inconsistencies, and execution blockers, and feed them back to the Onboarding & Deployment function. • Own the formal handover acceptance protocol between Onboarding & Deployment and Customer Success for direct accounts, ensuring the relevant First Value Definition has been met before ownership is accepted. 2) CX Scorecard Ownership & Customer Health: The CX Scorecard is the single source of truth for customer health at RecordPoint. The Customer Success Lead is the operational owner, responsible for its accuracy, cadence, and escalation path. • Maintain a live, accurate CX Scorecard for every account in the team portfolio across all five dimensions: Time to First Value, Governance & Records Management Maturity Progression, Adoption & Coverage, Risk & Compliance Posture, and Commercial Health & Renewal Readiness. • Conduct monthly scorecard reviews during active onboarding and quarterly thereafter as part of the QBR cadence. • Escalate Red indicators immediately and ensure a clear action plan is in place by the next working day. • Identify Amber trends before they become Red; flat maturity over two consecutive quarters should be treated as an active renewal risk requiring intervention. • Report portfolio health to the COO with insight, not just data: what is driving health, what risks are emerging, and what action is being taken. 3) Renewal Readiness & Expansion Ownership: Renewal is not an event at the end of a contract; it is the outcome of a well-executed outcomes plan. The Customer Success Lead owns renewal readiness, expansion identification, and value articulation across the portfolio. • Initiate renewal planning 90 days before contract end for every account, anchored to the Renewal Readiness scorecard dimension. • Build and deliver outcome-based renewal business cases that quantify delivered risk reduction, storage cost savings, defensible disposal outcomes, 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 CRO on pricing, commercials, and close process while owning executive alignment, renewal readiness, and outcome-based business case development. • Achieve NRR targets as the primary commercial performance metric while reducing avoidable churn through disciplined risk identification, intervention, and renewal planning. 4) Partner-Managed Account Oversight: Customer Success accountability does not end at the partner boundary. For partner-managed accounts, the Customer Success Lead is accountable for the quality of customer outcomes, not merely the relationship with the partner. • Maintain oversight of partner-managed accounts in the regional portfolio; the CX Scorecard applies regardless of delivery model. • Conduct partner QBR reviews at the cadence defined in the partner oversight model and escalate partner delivery issues before they become customer health issues. • Ensure partner CSMs are operating the CX Playbook correctly and intervene where execution quality falls below standard. • Feed partner performance signals back to the Partnerships function for use in remediation and certification decisions. 5) Team Leadership & Capability Building: You are building the execution capability of a team that sits at the core of RecordPoint's retention and expansion engine. The standard you set for playbook discipline, customer accountability, and operating rigour will determine the ceiling of what this team achieves. • Manage, develop, and coach 4-5 Customer Success Managers across Enterprise and Mid-Market accounts initially, with SMB support expected to mature over time. • Run structured 1:1s focused on account health, playbook execution quality, renewal readiness, and expansion pipeline quality rather than activity reporting. • Set and hold account ownership standards: outcomes plans that are live, current, and milestone-anchored; gate compliance without exception; and executive sponsor relationships that are substantive. • Identify capability gaps in the team and develop targeted coaching or enablement plans, in partnership with Onboarding & Deployment where playbook capability is the gap. • Build a team culture where risk is surfaced early, escalation is normal, and account problems are addressed with discipline and transparency. 6) Decision Rights & Cross-Functional Interfaces: This role sits at the centre of the post-sale operating model and must work with clear ownership boundaries. This role owns: • Direct-account customer health, renewal readiness, and expansion identification. • CX Scorecard integrity, operating cadence, and escalation discipline. • Acceptance or rejection of onboarding handover into Customer Success. • Red-account escalation and intervention coordination. • Outcome-based renewal business case development. This role influences but does not solely own: • Final commercial terms at renewal or expansion. • Partner certification status. • Onboarding playbook design. • Disposal authorisation decisions requiring RM Practice sign-off. • Product roadmap commitments. This role partners closely with: • CRO on commercials, pricing, and close process. • Onboarding & Delivery on first-value achievement, handover acceptance criteria, and playbook feedback. • Records Management Practice on maturity progression standards, governance controls, and disposal authorisation dependencies. • Partnerships on partner performance management and certification inputs. WHAT SUCCESS LOOKS LIKE IN THE FIRST 12 MONTHS: • Establish consistent CX Scorecard discipline across the owned portfolio. • Embed handover acceptance criteria between Onboarding & Deployment and Customer Success. • Improve renewal predictability and expansion identification through stronger outcome plans and QBR discipline. • Stabilise partner-managed account oversight and escalation pathways. • Enforce quality gate compliance across the team. • Improve Time to First Value performance and reduce avoidable churn risk. WHAT WE ARE LOOKING FOR: Essential • 5+ years in Customer Success, Account Management, or a related post-sale B2B SaaS environment, with demonstrated ownership of renewals, expansion, or NRR outcomes. • Experience leading, managing, or closely mentoring Customer Success Managers or comparable post-sale roles. • Strong executive communication skills and credibility with senior customer stakeholders. • Comfort operating in regulated or risk-sensitive environments where compliance, defensibility, or governance outcomes matter. • Demonstrated ability to use data and customer health signals to drive intervention and decisions. • Strong commercial judgement and understanding of retention, expansion, forecast discipline, and churn economics. • Ability to work cross-functionally across Sales, Onboarding, Partnerships, and governance-related functions. • Strong written communication, including customer-facing business cases, account plans, and executive summaries. • Ability to work effectively across time zones spanning the United States, Australia, and New Zealand. Highly Regarded • Familiarity with records management, information governance, or related regulatory frameworks. • Experience in a SaaS business where ARR quality, NRR, and retention are key performance drivers. • Experience working with delivery partners in a co-delivery or partner-oversight model. • Prior exposure to AI governance, data classification, information security, or enterprise risk controls. • Experience with CS platforms such as Gainsight, Totango, or ChurnZero. • Comfort using modern AI productivity tools to improve planning, analysis, and communication quality. A note on what this role is, and what it is not: This is not a role defined primarily by relationship maintenance or activity volume. It is an outcomes role defined by customer progression, renewal readiness, retention economics, and expansion value creation. RecordPoint's customers operate in highly regulated environments. The Customer Success Lead must be able to engage credibly with stakeholders such as compliance leaders, legal leaders, CIOs, and records managers on governance obligations, defensible disposal, and AI-related risk and readiness. The person who will thrive in this role treats the playbook as operating infrastructure, holds a high standard of account ownership, and responds to risk with clarity, escalation discipline, and action. RecordPoint is committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds, including those from underrepresented groups in the technology industry. Know more: By checking us out on all the usual platforms, and especially our About Us [Upgrade to PRO to see link] or our Life at RecordPoint blog: [Upgrade to PRO to see link]  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: [Upgrade to PRO to see link] 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.