Head of Customer Outcomes
Frankieone
Job Description
Job Description
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We’re looking for a leader who is equal parts coach, operator, and analyst — someone who will build a high-performing Customer Success team while going deep into the data to lift customer outcomes. You’ll own the levers that matter most to our customers: verification pass rates, time-to-value, and proactive service. You find problems before customers do, and you build the automation and tooling that stops them from happening again.
What You’ll DoTeam Leadership, Coaching & Development\n- \n
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Lead, develop and grow the Customer Success team, both onshore in Australia and offshore
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Coach and mentor team members day-to-day — reviewing customer interactions, working through complex problems together, and driving capability uplift to ensure consistent, high-quality customer engagement
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Define clear roles, responsibilities, and performance expectations across the team
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Model a hands-on, problem-solving approach: take on the hardest customer issues yourself and use them as teaching moments for the team
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Go deep into customer and platform data to identify where verification pass rates can be improved — by customer, data source, workflow, and segment — and turn those insights into concrete recommendations for customers and internal teams
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Build and monitor leading indicators of customer health so issues are identified and resolved before the customer finds them
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Establish proactive alerting and regular outcome reviews that detect degradation in pass rates, match rates, or service performance early
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Champion a culture of evidence over anecdote: every improvement recommendation is backed by data
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Actively hunt for opportunities to automate manual, repetitive, or bespoke CS work - and build the tooling to do it
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Build self-sufficient tools and resources that reduce reliance on manual intervention and scale the team’s impact
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Implement and optimise platforms to manage customer health at scale
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Design and embed scalable CS frameworks, playbooks, and operating rhythms
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Clearly define the handover model between Implementations, CS, and Account Management to eliminate friction and provide a seamless customer experience
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Enhance and streamline existing processes to efficiently and effectively manage customer interactions
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Own the end-to-end post-implementation customer lifecycle: onboarding handover, adoption, health monitoring, and retention
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Drive measurable improvements in pass rates, customer health scores, and retention metrics
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Act as senior escalation point for complex or at-risk accounts
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Define and track KPIs that align CS performance with business growth objectives
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Partner with Product and Sales to feed customer insight - including pass-rate and performance data - into roadmap and go-to-market decisions
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Collaborate with the Implementation team to ensure a smooth handover and reduce time-to-value
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7+ years in Customer Success, Implementation, or Delivery leadership within a SaaS or tech scale-up
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Proven track record of redesigning and scaling CS or delivery functions — reducing time-to-value or improving retention in a measurable way
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Demonstrated experience coaching and developing CS or delivery teams — you can point to people you’ve grown
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Experience managing tiered customer portfolios across enterprise and mid-market segments
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Background in identity verification, KYC/AML, fraud, fintech, or another highly regulated data-driven industry is highly regarded
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Deeply analytical — comfortable interrogating raw data (SQL, BI tools, or equivalent) to diagnose performance issues such as pass-rate degradation, and to prove the impact of changes
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A natural problem solver — you get to root cause fast, whether the issue is technical, process, or people
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Technically credible — able to hold your own in conversations about APIs, integrations, and data flows with customer engineering teams
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An automation mindset — you instinctively ask “why is a human doing this?” and act on the answer
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Strong operational and process design capability — you build structure where there is none
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Excellent stakeholder management, from C-suite to junior team members
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Comfortable with ambiguity and able to drive outcomes in a fast-moving environment
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Data-driven approach to customer health, churn risk, and team performance
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Experience managing or collaborating with offshore teams is a plus
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