Customer Success Manager

RecordPoint•Bellevue, WA

10d•Hybrid

About The Position

RecordPoint is seeking a senior Customer Success Manager (CSM) to manage its largest and most complex customers. This role requires operating at the intersection of executive governance, commercial management, and technical oversight. The CSM will drive customers through the full nine-stage customer journey, from pre-sale handover through renewal and expansion. Additionally, this role includes partner-success responsibilities for partner-led enterprise accounts until a dedicated partner revenue threshold is met. This is RecordPoint's most senior individual-contributor customer role, demanding the ability to operate at an executive level, drive governance outcomes, build compelling commercial cases, and maintain disciplined execution across complex, multi-stakeholder programs. It is an outcomes and orchestration role focused on accountability, complexity, and customer impact.

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.
Must pass a police background check.

Nice To Haves

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.

Responsibilities

Drive customers through the full nine-stage customer journey from pre-sale handover through renewal and beyond.
Operate at the intersection of executive governance, commercial management, and technical oversight.
Manage partner-success responsibilities for partner-led enterprise accounts until RecordPoint reaches the dedicated partner revenue threshold.
Engage in pre-sale activities for strategic opportunities to ensure a seamless transition from commercial close to delivery commencement.
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.
Confirm all onboarding prerequisites are met before the Onboarding & Delivery team takes possession of the deployment plan.
Lead the governance charter activation and stakeholder alignment at the commencement of every enterprise engagement.
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.
Orchestrate the customer's nine-stage journey, ensuring correct sequencing, ownership, and progression across stages and gates.
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, ensuring 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.