Head of Customer Success

About FrankieOne

At FrankieOne, our goal is to help fintechs and financial institutions scale by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform, coupled with access to leading global tools in one place, delivers unparalleled customer experiences.

We've built a culture rooted in high performance, accountability, and being frank - a place where Frankies thrive and our customers can feel confident they're compliant. With a rapidly expanding global customer base and ambitious growth plans, we're building a world-class Customer Success function to match.

The Opportunity

This is a pivotal leadership role reporting to the VP of Operations.

FrankieOne is at an exciting inflection point: we're scaling our Customer Success function and moving away from ad hoc, reactive support toward a structured, proactive model that drives long-term retention and expansion. We need an experienced leader who has done this before - someone who can design the operating model, guide the team, and own the outcomes.

You'll work closely with the VP of Operations, Head of Implementations, Head of Application Support, and Head of Account Management to create a seamless post-sales customer journey that delivers consistent, measurable value.

What You'll Do

Team Leadership & Development

Lead, develop, and grow the Customer Success team across Australia and offshore locations.

Define clear roles, responsibilities, and performance expectations across the team.

Coach team members and drive capability uplift to ensure consistent, high-quality customer interactions.

Operating Model Design

Design and embed scalable Customer Success frameworks, playbooks, and operating rhythms.

Define a clear handover model between Implementations, Customer Success, and Account Management to eliminate friction and provide a seamless customer experience.

Enhance and streamline existing processes to efficiently and effectively manage customer interactions.

Customer Outcomes

Own the end-to-end post-implementation customer lifecycle, including onboarding handover, adoption, health monitoring, and retention.

Drive measurable improvements in customer health scores, NPS, and retention metrics.

Act as the senior escalation point for complex or at-risk accounts.

Cross-Functional Collaboration

Partner with Product and Sales teams to feed customer insights into roadmap and go-to-market decisions.

Collaborate with the Implementation team to ensure smooth customer handovers and reduce time-to-value.

Work closely with Account Management to increase revenue growth opportunities within existing customer accounts.

Process & Tooling

Build scalable tools and resources that reduce reliance on manual, bespoke work.

Implement and optimise platforms that enable customer health management at scale.

Define and track KPIs that align Customer Success performance with broader business growth objectives.

What We're Looking For

Experience

5+ years of Customer Success leadership experience within a SaaS or technology scale-up environment, including proven experience leading direct reports.

Demonstrated success redesigning and scaling Customer Success functions, resulting in measurable improvements in retention, adoption, or time-to-value.

Experience managing tiered customer portfolios across enterprise and mid-market segments.

Experience in highly regulated industries, particularly fintech, is highly regarded.

Skills & Capabilities

Strong operational and process design capability - you create structure, scalability, and clarity where none exists.

Excellent stakeholder management skills, with the ability to influence and engage everyone from C-suite executives to junior team members.

Comfortable operating in ambiguity and driving outcomes in a fast-moving environment.

Data-driven approach to customer health, churn risk management, and team performance.

Experience managing or collaborating with offshore teams is advantageous.