Customer Success Manager

Scope We are seeking a proactive and customer‑centric Customer Success Manager (CSM) to drive adoption, value realization, and long‑term success for RecordPoint's customers in APAC. Responsibilities Play a leading role in the end‑to‑end post‑sales customer lifecycle, from onboarding through adoption, value realization, renewal and expansion. Leverage success playbooks and segmentation strategies to ensure customers maximize the value of our platform, achieving their business goals. Build trusted, long‑term partnerships with customers by understanding their goals, delivering tailored solutions and driving outcomes. Monitor customer health through key metrics (adoption rate, CSAT, Customer Health Score) and proactively address risks early with support from the Customer Solutions Engineer. Partner with your Customer Solutions Engineer to identify and drive Customer Success Qualified Leads (CSQLs) that contribute to pipeline generation for upsell and cross‑sell opportunities. Ensure high renewal rates by consistently demonstrating value, aligning with customer business goals and mitigating blockers. Serve as the voice of the customer internally, capturing feedback and partnering with Product, Support and Engineering teams to drive continuous improvement. Conduct quarterly and annual business reviews (QBRs/EBRs) to showcase ROI, success milestones and strategic opportunities for growth. Use customer success tools and CRM systems to drive automation, customer insights and efficiency at scale. Develop and execute tailored Value Plans for each customer to drive adoption and value realisation. Partner with Customer Solutions Engineers to unlock feature adoption, address unique customer needs and solve technical or business challenges. Monitor adoption trends, product usage and customer sentiment to address risks and drive continuous engagement. Proactively identify whitespace opportunities within accounts, build expansion plans and generate CSQLs to support upsell and cross‑sell initiatives. Collaborate with cross‑functional teams, including Sales, Product and Support, to ensure seamless customer experiences. Regularly engage with stakeholders, both operational and executive, through QBRs/EBRs to align on value drivers, shared goals and progress. Advocate for product improvements based on customer needs, driving discussions with internal teams and influencing the product roadmap. Qualifications 3–5 years of experience in Customer Success, Account Management or Consulting roles within a B2B enterprise SaaS environment. Strong preference for experience in data privacy, security or compliance solutions. Proven success managing customers within a B2B SaaS setting, driving adoption, retention and growth. Bachelor's degree in Business, Computer Science or a related field. Customer‑centric mindset: passion for helping customers achieve business success and building strong relationships as a trusted advisor. Strategic thinking: ability to anticipate customer needs, identify opportunities for adoption and growth and implement scalable playbook‑driven approaches. Proactive risk management: skilled at identifying risks through customer health metrics and sentiment, taking proactive steps to address issues. Sales acumen: experience generating expansion opportunities and pipeline, collaborating with Sales for upsells and cross‑sells. Communication skills: excellent verbal, written and interpersonal communication skills, with the ability to engage executive stakeholders and drive results. Technical aptitude: ability to quickly understand a platform's technical features and effectively communicate their value to customers. Data‑driven execution: experience using CS tools, CRM systems (Salesforce) and metrics to drive strategic actions. Deep understanding of customer success methodologies, including health scoring, adoption tracking and churn mitigation. Familiarity with the data privacy, compliance and security landscape is highly desirable. Ability to effectively manage large portfolios using segmentation and automation strategies. Benefits Fast‑growth Australian‑owned company; flexible work environment; strong focus on work‑life harmony; personal development budget; Employee Stock Ownership Plan; access to a brilliant graduate program; global opportunities; competitive parental leave; innovation culture. Additional Information RecordPoint is an equal opportunities employer. You will need to pass a police background check to be eligible for employment at RecordPoint. Seniority level: Not ApplicableEmployment type: Full‑timeJob function: OtherIndustries: Software Development Referrals increase your chances of interviewing at RecordPoint by 2x. #J-18808-Ljbffr