SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Fortiro is a growing fintech company backed by significant investment, building an award-winning enterprise SaaS platform that uses emerging technologies and AI to detect financial crime and enable automation in lending and insurance claim verification. The platform is trusted by leading banks and financial services businesses across Australia, New Zealand, and globally.
As a Customer Success Manager, you will be the trusted link between customers and the product, owning a portfolio of enterprise and mid-market financial services customers. You will build strong relationships through clear communication and proactive support, ensuring every customer realizes measurable value from Fortiro.
Key responsibilities include:
• Own trusted customer relationships: Serve as the primary point of contact for assigned customers, guiding them through onboarding, training, implementation, and ongoing adoption. Develop strong relationships with key stakeholders, understanding their business objectives and aligning solutions to their needs. Conduct regular business reviews to demonstrate success and ensure continued satisfaction.
• Deliver seamless onboarding and adoption: Develop and execute onboarding and implementation plans, deliver high-level training, coordinate with internal and external teams, and address customer concerns proactively. Monitor usage and performance metrics to evaluate adoption and identify opportunities for increased value realization.
• Protect retention and grow accounts: Proactively engage with customers during renewals, demonstrate new features and products, and work with Sales to support upsell and cross-sell opportunities. Measure and track key KPIs such as customer sentiment and retention.
• Be the voice of the customer: Collect feedback through NPS, email, and meetings. Interact with product managers and developers on customer requirements. Participate in marketing activities such as case studies, webinars, and customer events.
You will work closely with Sales, Product, Implementation, and Support teams, acting as the voice of the customer inside Fortiro. Success is measured through adoption, retention, customer satisfaction, and account growth.
REQUIREMENTS:
Must have:
• 3+ years' experience in a Customer Success or Account Management role, preferably for B2B Enterprise SaaS solutions (accounts between $50k and $1m+ ARR), with a strong record of hands-on accomplishments
• Demonstrated ability to achieve strong CSM outcomes, including high NPS, low churn, and strong adoption or NRR
• Experience using CRM tools to manage customer relationships, health, and pipeline
• Aptitude for technical solutions and understanding of concepts such as APIs, UIs, integrations, and data flows
• Exceptional ability to communicate and build authentic, trusted business relationships with mid to large enterprise customers across business and technology domains
• Proactive and data-driven approach to solving customer challenges, achieving value, and driving adoption
• Strong analytical and problem-solving capabilities, with excellent attention to detail and strong organizational and project management skills
• Comfortable working hands-on with customers from onboarding through renewal, including training, feature demonstrations, and performance reviews
• Understanding of best-in-class customer success practices and ability to help design and improve the customer journey and success framework
Advantageous:
• Experience in fraud, financial crime, lending, insurance, or broader financial services space
• Hands-on HubSpot experience
