Head of Customer Outcomes

We’re looking for a leader who is equal parts coach, operator, and analyst — someone who will build a high-performing Customer Success team while going deep into the data to lift customer outcomes. You’ll own the levers that matter most to our customers: verification pass rates, time-to-value, and proactive service. You find problems before customers do, and you build the automation and tooling that stops them from happening again.

What You’ll Do

Team Leadership, Coaching & Development

Lead, develop and grow the Customer Success team, both onshore in Australia and offshoreCoach and mentor team members day-to-day — reviewing customer interactions, working through complex problems together, and driving capability uplift to ensure consistent, high-quality customer engagementDefine clear roles, responsibilities, and performance expectations across the teamModel a hands-on, problem-solving approach: take on the hardest customer issues yourself and use them as teaching moments for the team

Data, Insights & Pass-Rate Optimisation

Go deep into customer and platform data to identify where verification pass rates can be improved — by customer, data source, workflow, and segment — and turn those insights into concrete recommendations for customers and internal teamsBuild and monitor leading indicators of customer health so issues are identified and resolved before the customer finds themEstablish proactive alerting and regular outcome reviews that detect degradation in pass rates, match rates, or service performance earlyChampion a culture of evidence over anecdote: every improvement recommendation is backed by data

Automation & Continuous Improvement

Actively hunt for opportunities to automate manual, repetitive, or bespoke CS work - and build the tooling to do itBuild self-sufficient tools and resources that reduce reliance on manual intervention and scale the team’s impactImplement and optimise platforms to manage customer health at scale

Operating Model Design

Design and embed scalable CS frameworks, playbooks, and operating rhythmsClearly define the handover model between Implementations, CS, and Account Management to eliminate friction and provide a seamless customer experienceEnhance and streamline existing processes to efficiently and effectively manage customer interactions

Customer Outcomes

Own the end-to-end post-implementation customer lifecycle: onboarding handover, adoption, health monitoring, and retentionDrive measurable improvements in pass rates, customer health scores, and retention metricsAct as senior escalation point for complex or at-risk accountsDefine and track KPIs that align CS performance with business growth objectives

Cross-Functional Collaboration

Partner with Product and Sales to feed customer insight - including pass-rate and performance data - into roadmap and go-to-market decisionsCollaborate with the Implementation team to ensure a smooth handover and reduce time-to-value

What We’re Looking For

Experience

7+ years in Customer Success, Implementation, or Delivery leadership within a SaaS or tech scale-upProven track record of redesigning and scaling CS or delivery functions — reducing time-to-value or improving retention in a measurable wayDemonstrated experience coaching and developing CS or delivery teams — you can point to people you’ve grownExperience managing tiered customer portfolios across enterprise and mid-market segmentsBackground in identity verification, KYC/AML, fraud, fintech, or another highly regulated data-driven industry is highly regarded

Skills & Capabilities

Deeply analytical — comfortable interrogating raw data (SQL, BI tools, or equivalent) to diagnose performance issues such as pass-rate degradation, and to prove the impact of changesA natural problem solver — you get to root cause fast, whether the issue is technical, process, or peopleTechnically credible — able to hold your own in conversations about APIs, integrations, and data flows with customer engineering teamsAn automation mindset — you instinctively ask “why is a human doing this?” and act on the answerStrong operational and process design capability — you build structure where there is noneExcellent stakeholder management, from C-suite to junior team membersComfortable with ambiguity and able to drive outcomes in a fast-moving environmentData-driven approach to customer health, churn risk, and team performanceExperience managing or collaborating with offshore teams is a plus

At FrankieOne our goal is to help scale fintechs and financial institutions alike by providing seamless access to the global ecosystem of identity and fraud solutions. Our customisable orchestration platform, coupled with access to all global tools in one place, delivers unparalleled customer experiences. In order to do that, over the last four years we have created a unique culture focused on high performance, accountability, being frank - essentially where Frankies can thrive and our customers can feel confident that they are compliant.