Enterprise Customer Success Manager (Fintech)

Location: Melbourne, Australia or Haymarket, Australia

Company

hirify.global provides a platform and services for regulated businesses covering identity verification, KYC/KYB, AML, fraud prevention, transaction monitoring, and compliance orchestration.

What you will do

• Serve as the primary customer champion for strategic enterprise accounts, driving adoption, measurable ROI, retention, and long-term value realisation.
• Own the post-sales journey from go-live, developing account plans aligned with customer growth and regulatory roadmaps.
• Advise customers on identity, onboarding, compliance, fraud prevention, and optimisation of hirify.global’s platform across markets.
• Lead Quarterly Business Reviews, present performance and compliance insights to senior stakeholders, and define joint success metrics.
• Manage customer health, renewal risk, escalations, and forecasting using HubSpot and internal tooling.
• Identify expansion opportunities, partner with Account Management on commercial framing, and channel customer feedback to Product, Marketing, and Engineering.

Requirements

• 5+ years of experience in Customer Success or Account Management within fintech, regtech, or regulated financial services; experience must be built in these industries rather than general SaaS.
• Working knowledge of the global KYC, KYB, AML, fraud, and identity vendor landscape, including country-level compliance nuances, data-source selection, and verification optimisation across markets.
• Direct experience with banking and financial services, neobanks, or payments businesses.
• Proven success owning and exceeding retention targets across complex, high-value accounts and proactively managing customer risk.
• Confidence presenting to senior and executive stakeholders across compliance, product, and leadership teams in enterprise fintech organisations.
• Strong commercial acumen and the ability to navigate complex, multi-stakeholder relationships.
• Strong analytical and data-driven problem-solving skills, with an AI-forward approach to surfacing insights and trends.
• Understanding of Australian banking regulatory obligations and current regulatory developments, including AML/CTF obligations, MiCA, and FATF guidance.

Nice to have

• Deep applied knowledge of customer onboarding, identity, and fraud prevention across the full compliance lifecycle.
• Experience with the global KYC and identity vendor landscape and country-level market requirements.

Culture & Benefits

• Individual contributor role reporting to the Head of Customer Outcomes.
• Cross-functional collaboration with Account Management, Pre-Sales, Implementations, Production Support, Engineering, Product, and Marketing.
• Opportunity to represent customer needs internally and influence product roadmap and service delivery.
• Work focused on regulated banking and financial services customers and complex compliance environments.