Enterprise Customer Success Manager Job at FrankieOne (Melbourne)

Enterprise Customer Success Manager

FrankieOne

Location:
Australia , Melbourne ▼
Sydney

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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.

Job Responsibility:

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
Act as a trusted advisor on FrankieOne's offerings and the regulatory environment
Translate customer feedback into actionable internal advocacy
Own and exceed renewal targets by maintaining a proactive, data-informed view of customer health
Lead structured Quarterly Business Reviews with senior stakeholders
Maintain strong executive relationships within your accounts
Proactively identify expansion opportunities across your portfolio
Act as a credible commercial partner in customer conversations
Partner with Product and Marketing to feed frontline customer intelligence into go-to-market strategies
Develop and execute strategic account plans
Leverage HubSpot and other internal tooling to track customer health, forecast accurately, and manage portfolio risk
Stay current on regulatory developments
Be an advocate for Frankie, for the product, for our people, and for our values

Requirements:

5+ years in a Customer Success or Account Management role within fintech, regtech, or regulated financial services
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
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

Additional Information:

Job Posted:
April 16, 2026

Work Type:

Hybrid work

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