As an Enterprise Customer Success Manager, you'll be the heartbeat of our most strategic customer relationships, driving adoption, retention, and expansion to ensure FrankieOne remains an indispensable partner to the regulated businesses we serve.

Reporting to the Head of Customer Success, this is an individual contributor role sitting at the centre of a cross-functional team spanning Sales, Product, Operations, and Engineering. You'll work closely alongside Account Managers who own commercial outcomes, while you own the relationship, the value, and the experience.

The Role

You are a customer-obsessed professional with a strong background in fintech, regtech, or regulated financial services. You bring a deep, applied understanding of customer onboarding, identity, and fraud prevention across the full compliance lifecycle, and how regulated businesses use these capabilities to move faster and manage risk effectively. You have a strong command of the global KYC and identity vendor landscape, the data sources, the country-level nuances, and the compliance obligations that shape how businesses verify customers across markets. Your customers trust you to help them get the most out of FrankieOne's platform, reduce compliance risk, and move fast in a heavily regulated environment. You're equally comfortable presenting performance insights to a Chief Compliance Officer as you are digging into vendor analytics and verification data with a product team.

Your Ticket to Success

Customer Advocacy, Adoption & Value Realisation

• Serve as the primary champion for your customers, building clear value frameworks that demonstrate ROI across onboarding performance, fraud reduction, compliance efficiency, and risk mitigation.

• Own the post-sales journey from go-live through to long-term value realisation, ensuring customers are continuously deriving measurable outcomes from FrankieOne's platform.

• Develop a deep understanding of each customer's compliance obligations and technology stack, proactively identifying opportunities to optimise their use of FrankieOne's full platform, including identity verification, KYC/KYB, AML, fraud prevention, transaction monitoring, and compliance orchestration in whichever market(s) their business operates.

• Act as a trusted advisor on FrankieOne's offerings and the regulatory environment, surfacing insights and optimisation opportunities that position us as a long-term strategic partner.

• Translate customer feedback into actionable internal advocacy, ensuring the voice of the customer shapes our product roadmap and service delivery.

Retention & Renewal

• Own and exceed renewal targets by maintaining a proactive, data-informed view of customer health and mitigating churn risk before it materialises.

• Lead structured Quarterly Business Reviews with senior stakeholders, presenting data-driven insights on performance and compliance optimisation, and defining joint success metrics for the period ahead.

• Maintain strong executive relationships within your accounts, serving as the senior point of contact for escalations and ensuring any issues are resolved swiftly and with minimal disruption to the customer.

Expansion & Commercial Partnership

• Proactively identify expansion opportunities across your portfolio and bring these to Account Managers with clear commercial framing, including product adoption gaps, new use cases, and whitespace across FrankieOne's suite.

• Act as a credible commercial partner in customer conversations, articulating the value of broader platform adoption even where AMs hold the commercial close.

• Partner with Product and Marketing to feed frontline customer intelligence into go-to-market strategies, feature rollouts, and expansion playbooks.

Operational Excellence

• Develop and execute strategic account plans that align FrankieOne's solutions with each customer's long-term growth and regulatory roadmap.

• Leverage HubSpot and other internal tooling to track customer health, forecast accurately, and manage portfolio risk with rigour.

• Stay current on regulatory developments (e.g., AML/CTF obligations, MiCA, FATF guidance) to remain a credible and valuable strategic partner.

• Be an advocate for Frankie, for the product, for our people, and for our values.

In a Previous Life You Have:

• 5+ years in a Customer Success or Account Management role within fintech, regtech, or regulated financial services. You will have built your career in these industries rather than general SaaS environments.

• Deep, working knowledge of the global KYC/KYB/AML and identity vendor landscape, including country-level compliance nuances, data source selection, and how regulated businesses optimise verification across markets (highly desirable).

• Direct experience with crypto exchanges, digital asset platforms, neobanks, or payments businesses (highly desirable).

• A proven track record of owning and exceeding retention targets across complex, high-value accounts, with the ability to proactively manage risk and influence commercial outcomes in close partnership with sales teams.

• Confidence engaging and presenting to senior and executive stakeholders across compliance, product, and leadership teams in enterprise fintech organisations.

• Strong commercial acumen and the ability to navigate complex, multi-stakeholder relationships with confidence.

• A data-driven mindset with strong analytical skills and an AI-forward approach to problem solving, comfortable using both to surface insights, identify trends, and deliver better outcomes for customers.

Department

Operations

Role

Customer Success Manager

Locations

Melbourne, Sydney

Remote status

Hybrid