Customer Success Manager

Are you passionate about working with top fintechs and global crypto leaders to tackle critical issues? Do you thrive in high-intensity, fast-paced environments but without the red tape that drags organisations down? Keen to be part of a bonafide Australian success story? If so, we want you on our team

As a Customer Success Manager at FrankieOne, you will play a pivotal role in ensuring our clients receive the best possible experience and maximised value from our platform. You will drive and manage Customer Success for your strategic account portfolio, focusing on ICT account management, including onboarding, engagement, growth, and revenue expansion.

As the key point of contact for your clients, you will oversee client onboarding, proactively seek, respond to, and escalate feedback, and ensure successful outcomes. Your goal is to identify opportunities to enhance client experience, drive adoption, and optimise business outcomes.

As a core part of the Customer Success team, you will refine and implement customer success frameworks, ensuring excellence across all levels. By fostering strong relationships and strategic account development, you will contribute to the ongoing growth and success of both FrankieOne and its clients.

Your ticket to success:
Customer Onboarding and Success
- Oversee and manage the end-to-end onboarding process, ensuring a seamless client transition onto the FrankieOne platform.
- Conduct training, product demonstrations, configuration workshops, and business reviews to drive adoption and success.
- Work closely with technical support and product teams to ensure clients receive the best possible experience.

Account Management and Client Engagement
- Manage and grow a portfolio of key client accounts, providing strategic guidance and support.
- Develop and maintain strong relationships with client stakeholders to ensure engagement and satisfaction.
- Act as a trusted advisor, offering tailored ICT solutions and recommendations that optimise client operations.
- Identify, assess, and mitigate potential risks or challenges to ensure ongoing success.

Revenue Growth & Account Development
- Identify opportunities for upselling and cross-selling, expanding client usage of the FrankieOne platform.
- Collaborate with internal teams to develop customised solutions aligned with client business objectives.
- Drive customer retention and maximise revenue potential through strategic account management.

Consultative Approach and Technical Problem-Solving
- Analyse client requirements and recommend ICT solutions that improve operational efficiency.
- Provide best practice insights, system configurations, and workflow recommendations.
- Work cross-functionally to escalate and resolve technical issues efficiently.

Collaboration & Industry Knowledge
- Collaborate with product, sales, and technical teams to ensure seamless service delivery.
- Gather and relay client feedback to influence product development and enhancements.
- Stay updated on fintech, regtech, and ICT industry trends to provide clients with valuable insights.

In a previous life you have:

- 5+ years of experience in account management, customer success, or a related field within a B2B start-up, preferably in fintech or regtech.
- Strong ability to develop, nurture, and grow client relationships in an ICT-focused role.
- Experience conducting product demonstrations, business reviews, and training sessions.
- Proven track record of managing ICT solutions, identifying growth opportunities, and driving revenue through account management strategies.
- Excellent problem-solving skills with a proactive approach to client success.
- Passion for technology and ICT solutions that enhance customer experience.