About us

Fortiro is a growing fintech with a highly experienced team, backed by significant investment, and giving you the opportunity to contribute to an award winning enterprise SaaS platform. Our technology uses emerging technologies and AI to help detect financial crime and enable automation in processes like lending and insurance claim verification. It is trusted by leading banks and financial services businesses in Australia, New Zealand, and globally.

About the role

We are looking for a Customer Success Manager who will build trusted, long term relationships with our customers and ensure they get maximum value from our platform. You will be the strategic partner that guides customers from onboarding through to renewal, helping them achieve results, solve problems, and grow their usage over time.

This role is hands on and meaningful. You will dive deep into product usage, coach customers on best practices, anticipate risks, and partner closely with Product, Sales, and Engineering. You will not just help customers adopt our technology, you will help them succeed with it.

What you'll be doing

• Serve as the primary point of contact for mid to large enterprise customers, guiding them through onboarding, training, implementation, and ongoing adoption

• Manage a portfolio of high value accounts (typically 100K ARR and above), balancing customers with UI usage, API components, and complex enterprise needs

• Understand customer goals, translate them into actionable success plans, and align our product to their business needs

• Build strong, trusted relationships across both business and technical teams within customer organisations

• Monitor product usage, customer sentiment, and performance data to identify opportunities for increased adoption and value realisation

• Run regular business reviews to showcase impact, share insights, and reinforce long term value

• Collect customer feedback through multiple channels and work with Product to ensure continuous improvement

• Own key customer KPIs including adoption, satisfaction, sentiment, and engagement

• Support renewals and growth conversations by proactively managing risk, addressing concerns, and identifying upsell opportunities

• Partner with Sales to highlight cross sell and upsell opportunities and demonstrate product value

• Support marketing initiatives such as case studies, testimonials, webinars, and advocacy programs

What you'll bring to the role

• Strong experience in Customer Success or Account Management for B2B Enterprise SaaS

• Proven success managing high value, complex accounts (lending, fintech, fraud, or broader FSI environment experience would be highly desirable)

• Ability to manage mid to large enterprise accounts and deliver high retention, adoption, and NRR outcomes

• Technical aptitude with the ability to understand APIs, integrations, data flows, and user journeys

• Skilled at running QBRs, presenting value narratives, and guiding enterprise customers through maturity stages

• Hands on experience using CRM tools such as HubSpot

• Strong relationship building skills across both business and technical stakeholders

• Analytical and data driven mindset with strong problem solving and organisational skills

• Comfortable working with multiple customers across onboarding, training, enablement, usage reviews, and renewal

• Experience contributing to the design of customer journeys, processes, and success frameworks

• Clear communication, high attention to detail, and a proactive approach to customer value

Why join Fortiro?