Head of Customer Success
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.
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
About the Role
You will lead and develop the Customer Success team, define its operating model, and create scalable frameworks, playbooks, processes, and tools. You will own the post-implementation customer lifecycle, monitor customer health and retention, manage complex escalations, and track performance KPIs. You will partner with Product, Sales, Implementations, and Account Management to improve handovers, customer outcomes, and growth within existing accounts.
Requirements
- 5+ years of Customer Success leadership experience in a SaaS or technology scale-up environment.
- Proven experience leading direct reports.
- Demonstrated success redesigning and scaling Customer Success functions with measurable improvements in retention, adoption, or time-to-value.
- Experience managing tiered enterprise and mid-market customer portfolios.
- Strong operational and process design capability.
- Stakeholder management skills across C-suite executives and junior team members.
- Data-driven approach to customer health, churn risk management, and team performance.
Responsibilities
- Lead, develop, and grow the Customer Success team across Australia and offshore locations.
- Define roles, responsibilities, and performance expectations across the team.
- Coach team members and improve capability for consistent customer interactions.
- Design and embed scalable Customer Success frameworks, playbooks, and operating rhythms.
- Define handover models between Implementations, Customer Success, and Account Management.
- Streamline processes for managing customer interactions.
- Own the post-implementation customer lifecycle, including onboarding handover, adoption, health monitoring, and retention.
- Improve customer health scores, NPS, and retention metrics.
- Act as the senior escalation point for complex or at-risk accounts.
- Partner with Product and Sales to incorporate customer insights into roadmap and go-to-market decisions.
- Collaborate with Implementations to improve customer handovers and reduce time-to-value.
- Work with Account Management to increase revenue opportunities in existing accounts.
- Build scalable tools and resources to reduce manual, bespoke work.
- Implement and optimise platforms for customer health management.
- Define and track Customer Success KPIs aligned with business growth objectives.
