Customer Success Lead

RecordPoint•Bellevue, WA

5d•$135,000 - $185,000

About The Position

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 â 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 â think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave and Employee Share Options â you might find that the greatest benefit of all, is the team you join. The Opportunity: RecordPoint is restructuring its customer-facing operating model to support the next phase of growth. At the centre of that transformation sits the Customer Success Lead, the person accountable for ensuring every RecordPoint customer, whether direct or partner-managed, progresses along the governance maturity journey, renews with confidence, and expands where value is proven. This is not a traditional relationship-management role. The Customer Success Lead owns the execution engine of a playbook-driven customer journey model across Enterprise, Mid-Market, and, over time, SMB segments across Australia, New Zealand, Canada, and the United States. You will lead a team of 4-5 Customer Success Managers, own the CX Scorecard as an operating instrument, and act as the escalation point for customer health, renewal readiness, and expansion identification.

Requirements

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.

Nice To Haves

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.