RecordPoint

Customer Success Lead

RecordPoint

full-time

Posted on:

Location Type: Hybrid

Location: Bellevue • Washington • United States

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Salary

💰 $135,000 - $185,000 per year

Job Level

Senior

About the role

  • Lead customer experience initiatives on a global scale.
  • Shape and execute strategies that enhance customer satisfaction, loyalty, and retention.
  • Own the post-handover customer journey for all direct accounts.
  • Maintain oversight of partner-managed account outcomes.
  • Drive Time to First Value (TTFV) discipline across the team.
  • Ensure every account has a live, milestone-anchored outcomes plan.
  • Maintain playbook currency by identifying gaps and execution blockers.
  • Conduct CX Scorecard reviews and escalate indicators as needed.
  • Manage, develop, and coach Customer Success Managers.

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.
Benefits
  • health, dental, and vision insurance
  • competitive 401K matching programs for US staff
  • generous paid parental leave
  • 4 weeks annual leave
  • Employee Share Options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementB2B SaaSData analysisCustomer health signalsRetention strategiesExpansion strategiesForecast disciplineChurn economicsCX Scorecard reviews
Soft Skills
Executive communicationCommercial judgementCross-functional collaborationCoachingMentoringCustomer satisfactionCustomer loyaltyCustomer retentionProblem-solvingAdaptability