Customer Success Manager

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. The Customer Success Manager is responsible for driving customers through the full nine-stage customer journey from pre-sale handover through renewal and beyond, requiring strong governance and commercial management skills.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• 3-5 + years in enterprise Customer Success, Account Management, or post-sale B2B SaaS with direct ownership of strategic accounts
• Experience managing senior executive relationships (CIO, CDO, Legal, Risk) in regulated or complex environments
• Demonstrated ability to lead executive reviews, QBRs, and board-level reporting
• Familiarity with governance, compliance, or records management environments
• Strong commercial acumen: renewal forecasting, expansion identification, business case development
• Ability to orchestrate multiple internal and external stakeholders across a complex delivery lifecycle
• 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