Customer Success Manager
Fortiro
Customer Success Manager
About us
Fortiro is a Software-as-a-Service (SaaS) business at the forefront of next-generation document/image fraud detection and automation. We are a fast-growing fintech backed by substantial investment and led by a highly experienced team. This is your opportunity to build something great with us!
Be part of a locally developed platform that leverages emerging technologies and AI to help prevent financial crime and drive automation. Our solutions are trusted by ASX10 companies, leading banks, non-bank lenders, insurers, and payment providers across Australia, New Zealand, and the globe!
About you
We are seeking a proactive and customer-focused Customer Success Manager (CSM) to join our growing team.
You are driven to achieve the right outcomes, always going the extra mile with a genuine desire to help. You support your team, take ownership without blame, and embrace diverse perspectives in both work and learning. Naturally inquisitive and creative, you thrive on solving problems, thinking resourcefully, and continuously improving.
You’re hands-on, ready to dive in, and excited by challenges. You embrace new ideas, experiment with fresh approaches, and always look for ways to improve. Kindness, collaboration, and a willingness to listen, learn, and share knowledge define you. Above all, you’re motivated to do the right thing and contribute to building something truly extraordinary.
Skills & experience – you have...
- 5+ years’ experience in a Customer Success role or Account Management role, preferably for B2B Enterprise SaaS (accounts between $50k - $300k ARR) solutions, with a good record of hands-on accomplishments
- 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 help solve customer challenges, achieve value and drive adoption
- Worked closely with customers from onboarding through to renewal, and are comfortable being hands on running training, product demonstrations and analysing performance
- Proactive problem-solving skills with strong organizational and project management skills
- An understanding of best-in-class customer success activities, and can own the iterative design and implementation of our customer journey and success framework
- Worked in a growing business where you’ve been able to demonstrate outstanding CSM outcomes, such as consistent strong NPS results, low churn, high adoption/NRR
Responsibilities – you will...
- 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
- 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 the internal and external teams, and addressing customer concerns proactively
- 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
- Conduct regular business reviews with clients to demonstrate success, share best practices, and ensure continued satisfaction
- Collect feedback from customers in a range of methods which include NPS, emails, face to face, virtual meetings and using a data-driven approach, show our customers they are being listened to, while working closely with Product team to act on that feedback to drive continuous improvement
- Assist with renewals by proactively engaging with customers, addressing concerns, and demonstrating the value of our solution to ensure long-term retention
- Measure and keep across key KPIs, such as customer sentiment and retention, including designing and setting up the operational processes to track these
- Demonstrate new features and products and be joined at the hip with our sales team to support the up-sell and cross-sell within existing customers
- Be excited to participate in marketing activities typical for a SaaS business
- Interact with product managers and developers when discussing customer requirements
- Review and act on product feedback and customer complaints that are submitted via the platform
What we expect from you – you will...
- Be the go-to person for our customers – they’ll know you, trust you, and love working with you. You’ll build strong, lasting relationships and become a key connection between our company and our customers.
- Have a deep passion for our product and a strong understanding of how customers use it to solve real-world problems. You’ll take the time to truly understand their needs and how our solution fits into their journey.
- Be hands-on and proactive – you’re not afraid to dive into the details and get things done. Whether it’s a time-sensitive issue or an urgent task, you’re willing to put in the effort to ensure success.
- Communicate with transparency, clarity, and honesty – whether with customers, partners, or teammates, you’ll foster trust through clear and open communication.
What We Offer – Helping You Reach Your Full Potential
We encourage you to be yourself and work in ways that you feel are productive. Our long-term employee retention rate agrees!
We know that our people are the key to our success, so we will empower you to make an impact to our top tier enterprise customers with the best fraud detection solution for financial documents in the world.
You’ll be working in a young and growing business that is a spin-off from Australia’s largest professional services firm. So you’ll get to experience the best of both “corporate” and “start-up” worlds: professional ways of working with best-in-class tools and processes – just faster and more agile with flat decision-making hierarchies.
Our culture is a key cornerstone of our workplace - we’re open, inclusive, embrace differences and love to have fun. We offer flexible work options with both remote and in-person work environments. Your salary will be competitive based on your experience, with defined career progression opportunities, learning & development, formal check-ins and annual plans to ensure you continue to grow and develop your skills and progress your career.