Customer Success Lead

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. 
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.

 

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 cont