Senior Customer Success Manager

Senior Customer Success Manager Build lasting relationships. Drive customer success. Make an impact. 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 Senior Customer Success Manager, you will own and lead Fortiro’s most complex, highest value and most strategic customer relationships. You will act as a trusted partner to senior customer stakeholders, ensuring customers achieve measurable value from the Fortiro platform, while driving retention, expansion, and long-term growth. Building on the core Customer Success Manager role, this position carries accountability for strategic account ownership, executive level stakeholder engagement, escalation management, and the setting of best practice standards across the Customer Success team. What you’ll be doing Own a portfolio of strategic, high-value enterprise customers, acting as their primary trusted partner across onboarding, adoption, renewal and growth. Build a deep understanding of each customer’s goals, success measures and operating context, then translate these into clear success plans that drive measurable value from the Fortiro platform. Develop strong, multi-threaded relationships with operational, technical and executive stakeholders, ensuring Fortiro remains aligned to customer priorities. Lead regular customer engagement, including operational check-ins, team leader reviews and executive business reviews focused on adoption, ROI, outcomes and opportunities. Proactively monitor customer health, usage, adoption and performance data to identify risks, resolve issues, improve outcomes and uncover expansion opportunities. Act as the senior escalation point for complex customer risks, issues, feedback and commercial concerns, coordinating internal teams to drive timely resolution. Partner closely with Sales, Product, Engineering and Implementation teams to support renewals, upsell, cross-sell, customer requirements and product feedback. Track and report on customer success KPIs, using insights to improve processes, reporting and the overall Customer Success operating model. Mentor other CSMs, share best practices and help lift capability across the Customer Success team. Support customer advocacy, references and marketing activities that contribute to Fortiro’s growth. What you’ll bring to the role 5+ years’ experience in Customer Success or Account Management, including 2+ years at senior CSM level in B2B enterprise SaaS. Experience supporting large, complex enterprise customers, ideally Tier 1 Australian banks, fintech, fraud, financial services or regulated industries. Proven success managing $1m+ multi-stakeholder accounts, driving adoption, retention, renewal and growth. Strong understanding of customer success metrics and practices, including success planning, NPS, churn, adoption and net revenue retention. Comfortable with technical products and concepts, including APIs, UIs, integrations and data flows, with CRM experience; HubSpot preferred. A trusted relationship builder who can engage senior business, technical and executive stakeholders. Strategic, proactive and data-driven, with strong analytical, problem-solving and organisational skills. Comfortable working autonomously across onboarding, training, executive reviews, renewals and performance improvement. A continuous improvement mindset and the ability to help strengthen Fortiro’s Customer Success framework. 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 Long-term focus: We invest in our people, and our strong retention rate proves it No recruitment agencies please. We have this covered and will reach out if we need support. Thank you. Department Customer Locations Sydney Remote status Hybrid