Senior Customer Success Manager

Fortiro; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Real impact

Senior CS role

Flexible hybrid work

People investment

Job summary

Fortiro is seeking a Senior Customer Success Manager to manage Fortiro’s most strategic accounts in Australia, partnering with Tier 1 banks from onboarding to renewal and expansion.

You’ll build ROI-driven success plans, nurture relationships from frontline teams to executives, and coordinate with Product and Engineering to resolve high-stakes issues. Hybrid work in Sydney or Melbourne.

Qualifications

• 5+ years in Customer Success or Account Management at B2B enterprise SaaS.
• 2+ years working with Tier 1 Australian banks.
• Experience managing $1m+ enterprise accounts with strong retention and NRR.
• Technical confidence: APIs, integrations and data flows.
• CRM experience, ideally HubSpot.
• Bonus points for fraud/fintech experience.

Responsibilities

• Build success plans tied to each customer’s real goals, then prove the ROI in executive business reviews.
• Build relationships at every level, from frontline teams to executives who sponsor the platform.
• Spot risk in usage data and drive growth with Sales on renewals and expansion.
• Step in when it matters, coordinating with Product and Engineering to resolve high-stakes issues.
• Bring the voice of the customer back into the product roadmap.
• Mentor other CSMs and help shape how Customer Success runs at Fortiro.

Skills

Customer Success

Account Management

Enterprise SaaS

Stakeholder Management

API Integrations

Data Flows

HubSpot

Tools

HubSpot

Job description

Every day, fraudsters try to slip fake payslips and bank statements past Australia’s biggest lenders. Fortiro’s job is to catch them, and yours is to make sure our customers win.

We're looking for a Senior Customer Success Manager who does their best work inside Tier 1 banks: navigating layered stakeholders, holding their own in the room with executives, and getting into the technical detail when it counts.

Why Fortiro?

Fortiro is an award-winning enterprise SaaS fintech that uses AI to detect document fraud and financial crime, automating verification for lending and insurance claims. Its platform is trusted by leading banks and financial services businesses across Australia, New Zealand and beyond. Behind it is an experienced, well-backed team, and every fraudulent document it stops is money kept out of criminals’ hands.

The role

You’ll look after Fortiro’s most strategic accounts, including some of the biggest names in Australian banking. From onboarding through to adoption, renewal and expansion, you’ll be the partner they trust to turn the platform into measurable results. Reporting to the Head of Customer, you’ll also help set the standard for the wider CS team.

What you’ll do

• Build success plans tied to each customer’s real goals, then prove the ROI in executive business reviews
• Build relationships at every level, from fraud and credit risk teams on the ground to the executives who sponsor the platform
• Spot risk early in the usage data and turn it into growth, working with Sales on renewals and expansion
• Step in when it matters, rallying Product and Engineering to resolve high-stakes issues
• Bring the voice of the customer back into the product roadmap
• Mentor other CSMs and help shape how Customer Success runs at Fortiro

What you’ll bring

• 5+ years in Customer Success or Account Management, including 2+ at Senior CSM level in B2B enterprise SaaS
• 2+ years working with Tier 1 Australian banks. This one matters.
• A track record managing $1m+, multi-stakeholder enterprise accounts, with strong retention, adoption and NRR to show for it
• Technical confidence: you’re comfortable talking APIs, integrations and data flows
• CRM experience, ideally HubSpot
• Bonus points for experience in fraud, fintech or another regulated industry

What’s in it for you

• Real impact on how financial crime is fought in Australia and beyond
• A senior seat at a growing fintech, where your ideas shape the playbook
• Flexible, hybrid work with an open, diverse and fun team
• A company that invests in its people, with retention to prove it

Location: Hybrid, Sydney or Melbourne