About the role
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.
