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 robust 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 Sound like you? Apply now, or if you’d prefer a confidential chat first, preach out to Pam Stevenson at OIF Ventures, one of Fortiro’s VC investors, via LinkedIn message or at [email protected].

📌 Senior Customer Success Manager (Sydney)
🏢 Fortiro
📍 Sydney