Customer Success Manager
Build trust. Drive adoption. Grow every account.
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
As a Customer Success Manager, you will be the trusted link between our customers and our product. You will own a portfolio of enterprise and mid-market financial services customers, building strong relationships through clear communication and proactive support, and making sure every customer realises measurable value from Fortiro.
With a deep passion for our product and a strong understanding of how customers use it, you will dive into the detail, anticipate needs and help customers succeed at every stage, from onboarding through to renewal and growth. You will work closely with Sales, Product, Implementation and Support, acting as the voice of the customer inside Fortiro. Success is measured through adoption, retention, customer satisfaction and account growth.
What you’ll be doing
Own trusted customer relationships
Serve as the primary point of contact for assigned customers, guiding them through onboarding, training, implementation and ongoing adoption of our platform.
Develop strong relationships with key stakeholders within customer organisations, understanding their business objectives and aligning our solution to their needs.
Conduct regular business reviews with customers to demonstrate success, share best practices and ensure continued satisfaction.
Deliver seamless onboarding and adoption
Ensure a seamless onboarding process by developing and executing onboarding and implementation plans, delivering high-level training on how to best use our product, coordinating with internal and external teams, and addressing customer concerns proactively.
Hold regular check-ins with customers post implementation, including driving the creation of useful assets for customers to use as part of their journey.
Proactively monitor usage and performance metrics to evaluate product adoption and customer sentiment, and to identify opportunities for increased adoption and value realisation.
Protect retention and grow accounts
Assist with renewals by proactively engaging with customers, addressing concerns and demonstrating the value of our solution to ensure long-term retention.
Demonstrate new features and products and work hand in hand with our Sales team to support upsell and cross-sell within existing customers.
Measure and keep across key KPIs, such as customer sentiment and retention, including designing and setting up the operational processes to track these.
Be the voice of the customer
Collect feedback from customers through a range of methods, including NPS, email, face to face and virtual meetings, and use a data-driven approach to show customers they are being listened to.
Interact with product managers and developers when discussing customer requirements, and work closely with the Product team to act on feedback and drive continuous improvement.
Review and act on product feedback and customer complaints submitted via the platform.
Participate in marketing activities typical for a SaaS business, such as case studies, webinars and customer events.
What you’ll bring to the role
Must have:
3+ years' experience in a Customer Success or Account Management role, preferably for B2B Enterprise SaaS solutions (accounts between $50k and $1m+ ARR), with a strong record of hands-on accomplishments.
Demonstrated ability to achieve strong CSM outcomes, including high NPS, low churn and strong adoption or NRR.
Experience using CRM tools to manage customer relationships, health and pipeline.
An aptitude for technical solutions and understanding concepts such as APIs, UIs, integrations and data flows.
Exceptional ability to communicate and build authentic, trusted business relationships with mid to large enterprise customers across business and technology domains.
A proactive and data-driven approach to solving customer challenges, achieving value and driving adoption.
Strong analytical and problem-solving capabilities, with excellent attention to detail and strong organisational and project management skills.
Comfortable working hands on with customers from onboarding through to renewal, including training, feature demonstrations and performance reviews.
Understanding of best-in-class customer success practices and the ability to help design and improve the customer journey and success framework.
Advantageous:
Experience in the fraud, financial crime, lending, insurance or broader financial services space.
Hands-on HubSpot experience.
Why join Fortiro?
Be yourself: We value individuality and encourage you to work in ways that make you most productive
Make an impact: Help enterprise customers achieve success with world-class fraud detection solutions
Work on cutting-edge solutions: Join a team building innovative products that transform financial crime prevention
Inclusive culture: Open, diverse, and fun workplace with flexible remote and in-person options
Grow with us: We value curiosity and a growth mindset. You’ll have opportunities to learn, take on new challenges, and develop your skills as the business evolves
No recruitment agencies please. We have this covered and will reach out if we need support. Thank you.