Enterprise Customer Success Manager
FrankieOne is a RegTech company that provides a unified connection to KYC, KYB, AML, and fraud tools. Its platform helps banks, fintechs, and financial-services companies onboard customers, manage risk, and monitor transactions.
Funding history
About FrankieOne
FrankieOne provides a unified API, customizable decision engine, and single customer view for customer onboarding, identity and business verification, AML, fraud protection, biometrics, risk-based onboarding, and transaction monitoring. The company connects customers to hundreds of global vendors and data sources, enabling organizations to configure and activate checks and verifications with minimal development work. Its customers include banks, fintechs, and other highly regulated financial-services companies.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own post-sales relationships with enterprise banking and financial-services customers, helping them realise measurable value from identity, compliance, fraud-prevention, and orchestration capabilities. You will lead renewals, identify expansion opportunities, conduct quarterly business reviews, manage account health, and translate customer feedback into product and service improvements.
Requirements
- 5+ years in Customer Success or Account Management within fintech, regtech, or regulated financial services
- Working knowledge of the global KYC, KYB, AML, fraud, and identity vendor landscape
- Experience with banking and financial services, neobanks, or payments businesses
- Track record of exceeding retention targets for complex high-value accounts
- Ability to engage and present to senior and executive stakeholders
- Commercial acumen and ability to navigate complex multi-stakeholder relationships
- Analytical skills and an AI-forward approach to problem solving
- Understanding of Australian banking regulatory obligations
Responsibilities
- Champion customers and demonstrate ROI across onboarding performance, fraud reduction, compliance efficiency, and risk mitigation
- Own the post-sales journey from go-live through long-term value realisation
- Understand customer compliance obligations and technology stacks to optimise platform use
- Advise customers on offerings and the regulatory environment
- Translate customer feedback into actionable internal advocacy
- Own renewal targets and proactively mitigate churn risk
- Lead Quarterly Business Reviews with senior stakeholders
- Maintain executive relationships and resolve escalations
- Identify expansion opportunities and partner with Account Managers
- Partner with Product and Marketing on go-to-market strategies and feature rollouts
- Develop and execute strategic account plans
- Use HubSpot and internal tools to track customer health, forecast, and manage portfolio risk
- Stay current on regulatory developments