Head of Customer Outcomes
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 lead and develop the Customer Success team across Australia and offshore locations while using customer and platform data to improve verification pass rates, time-to-value, customer health, and retention. You will build scalable operating models, automate manual work, manage customer outcomes, handle senior escalations, define KPIs, and partner with Product, Sales, and Implementation.
Requirements
- 7+ years in Customer Success, Implementation, or Delivery leadership within a SaaS or technology scale-up
- Track record of redesigning and scaling Customer Success or delivery functions
- Experience coaching and developing Customer Success or delivery teams
- Experience managing tiered enterprise and mid-market customer portfolios
- Experience in identity verification, KYC/AML, fraud, fintech, or another highly regulated data-driven industry
- Ability to interrogate raw data using SQL, BI tools, or equivalent
- Technical credibility in APIs, integrations, and data flows
- Automation mindset
- Operational and process design capability
- Stakeholder management
- Ability to drive outcomes in a fast-moving environment
- Data-driven approach to customer health, churn risk, and team performance
- Experience managing or collaborating with offshore teams
Responsibilities
- Lead, develop, and grow the Customer Success team
- Coach and mentor team members
- Define roles, responsibilities, and performance expectations
- Resolve complex customer issues
- Analyse customer and platform data to improve verification pass rates
- Build and monitor customer health indicators
- Establish proactive alerting and outcome reviews
- Detect degradation in pass rates, match rates, and service performance
- Support data-backed improvement recommendations
- Identify and automate manual, repetitive, and bespoke Customer Success work
- Build tools and resources that reduce manual intervention
- Implement and optimise customer health platforms
- Design and embed Customer Success frameworks, playbooks, and operating rhythms
- Define the handover model between Implementations, Customer Success, and Account Management
- Streamline customer interaction processes
- Own the post-implementation customer lifecycle
- Improve pass rates, customer health scores, and retention metrics
- Act as senior escalation point for complex or at-risk accounts
- Define and track Customer Success KPIs
- Share customer insights with Product and Sales
- Collaborate with Implementation on customer handover and time-to-value
