Enterprise Customer Success Manager

FrankieOne

. Serve as the primary champion for strategic customers, driving adoption, retention, and expansion .

Posted 11/5/2026full-timeMelbourne • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within fintech and regulated financial services, with a strong focus on KYC/KYB, AML compliance, and risk mitigation. Proven ability to drive customer adoption, retention, and expansion while leveraging data-driven insights to enhance customer outcomes.

Highest-signal resume keywords

Customer Success ManagementKYC/KYB/AML Compliance KnowledgeRetention Target AchievementData-Driven Decision MakingStakeholder Engagement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementKYC/KYB ComplianceAML ComplianceRisk MitigationData AnalysisPerformance InsightsAccount PlanningFraud PreventionTransaction MonitoringRegulatory Knowledge

Soft Skills

Commercial AcumenRelationship ManagementInfluencing SkillsPresentation SkillsCollaboration

Tools & Technologies

HubSpotInternal ToolsData Analytics ToolsAI Tools

Industry Keywords

FintechRegtechFinancial ServicesComplianceNeobanksPaymentsFATF GuidanceMiCAAustralian Banking RegulationsFraud Detection

About the role

Key responsibilities & impact

Serve as the primary champion for strategic customers, driving adoption, retention, and expansion
Build value frameworks demonstrating 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 customers’ compliance obligations and technology stacks, identifying opportunities to optimise identity verification, KYC/KYB, AML, fraud prevention, transaction monitoring, and compliance orchestration
Act as a trusted advisor on FrankieOne’s offerings and the regulatory environment
Translate customer feedback into actionable internal advocacy for product roadmap and service delivery
Own and exceed renewal targets while monitoring customer health and mitigating churn risk
Lead Quarterly Business Reviews with senior stakeholders and present data-driven performance insights
Maintain executive relationships and serve as the senior escalation point
Identify expansion opportunities and provide Account Managers with commercial framing
Partner with Product and Marketing on customer intelligence, go-to-market strategies, feature rollouts, and expansion playbooks
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
Advocate for FrankieOne, its product, people, and values
Collaborate with Account Management, Pre-Sales, Implementations, Production Support, Engineering, and Product teams

Requirements

What you’ll need

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, fraud 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 banking and financial services, neobanks, or payments businesses (highly desirable)
Proven track record of owning and exceeding retention targets across complex, high-value accounts
Ability to proactively manage risk and influence commercial outcomes in close partnership with sales teams
Confidence engaging and presenting to senior and executive stakeholders across compliance, product, and leadership teams in enterprise fintech organisations
Strong commercial acumen and ability to navigate complex, multi-stakeholder relationships
Data-driven mindset with strong analytical skills and an AI-forward approach to problem solving
Comfortable using data and AI to surface insights, identify trends, and deliver better customer outcomes
Strong understanding of Australian banking regulatory obligations
Experience using HubSpot and other internal tooling
Knowledge of AML/CTF obligations, MiCA, and FATF guidance