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

We’re looking for a hands-on Head of Customer to build, scale, and lead Fortiro’s global customer organisation.

This is a critical role responsible for the full customer lifecycle across implementation, onboarding, customer success, support, professional services and renewals.

The role owns not only customer experience and retention outcomes, but also the operational scalability, commercial performance, and long-term customer strategy of the business.

You will establish the global operating model, structures, systems, and commercial frameworks required to support Fortiro’s next phase of growth across ANZ, North America and beyond. You will balance strategic design with operational execution, ensuring Fortiro delivers enterprise-grade customer outcomes while scaling efficiently and sustainably.

As the executive voice of the customer, you will work closely with Product, Engineering, Sales, Marketing and Leadership to ensure customer insights directly shape company strategy, product direction and growth initiatives.

What you’ll be doing

• Set the global customer strategy. Own the strategy across customer success, support, professional services, implementation and renewals, and act as the executive voice of the customer so what customers experience shapes what the company decides.

• Build the customer organisation. Design the global operating model covering segmentation, journeys, ownership and decision rights, then recruit, develop and lead the teams to run it across ANZ, North America and beyond.

• Own the commercial result. Carry accountability for renewals, expansion, services revenue and cost to serve, growing net and gross revenue retention while building the forecasts that tell us what capacity and people we need.

• Lead customer success and experience. Put in place health scoring, success plans, executive business reviews and retention frameworks, so churn risk surfaces early and adoption improves measurably.

• Own implementation and support at scale. Build repeatable onboarding and implementation methods that shorten time to value, and design a support model with the tiers, service levels and escalation paths to grow toward around the clock coverage.

• Build professional services into a revenue stream. Develop the service catalogue, pricing, delivery method and partner model, with the utilisation and margin discipline to make it commercially sustainable.

• Scale efficiently. Build the cost to serve models and executive dashboards, find where automation makes the biggest difference, and turn customer insight into prioritised feedback for Product and Engineering, so customer growth does not require matching growth in cost.

What you'll bring to the role

• Senior leadership experience across enterprise SaaS customer functions, with executive oversight of several disciplines at once: customer success, support, professional services, implementation and renewals.

• A track record of building customer organisations through rapid growth, including designing operating models that hold up as the business scales.

• Strong commercial acumen, with budget or profit and loss responsibility and a record of improving net revenue retention, expansion and cost to serve.

• Experience building a professional services function that is commercially sustainable, covering service design, pricing, utilisation, margin and delivery governance.

• Confidence with demand, capacity and workforce forecasting, and a history of scaling output faster than headcount.

• The analytical judgement to turn customer, operational and commercial data into clear priorities, and the executive presence to bring senior stakeholders with you through ambiguity.

• Experience leading teams across multiple locations, with genuine strength in coaching and developing leaders.

Desirable

• Support operations running across time zones or around the clock.

• Delivery partnerships with systems integrators or consulting firms.

• A working understanding of APIs, integrations and AI enabled enterprise products.

• Fintech, fraud, risk, lending or another regulated technology sector

• Experience supporting international expansion, particularly into North America

Why join Fortiro

• Be yourself. We value individuality and encourage you to work in the way that makes you most productive.

• Make an impact. Help enterprise customers succeed with world class fraud detection.

• Work on genuinely hard problems. Join a team building products that change how financial crime is prevented.

• An inclusive culture. An open, diverse and enjoyable workplace, with flexible remote and in person options.

• Grow with us. We value curiosity and a growth mindset. You will have the chance to learn, take on new challenges and develop as the business evolves.

• A long term view. We invest in our people, and our retention rate reflects that.