Head of Customer Success (Fintech)

TL;DR

Head of Customer Success (Fintech): Building and scaling a structured, proactive Customer Success function for a fintech orchestration platform with an accent on customer lifecycle management, operational frameworks, and retention. Focus on designing scalable playbooks, improving customer health and time-to-value, and leading teams across Australia and offshore locations.

Location: Hybrid role based in Melbourne, Australia

Company

hirify.global provides fintechs and financial institutions with an orchestration platform that connects them to global identity and fraud solutions.

What you will do

• Lead, develop, and grow the Customer Success team across Australia and offshore locations.
• Design and embed scalable Customer Success frameworks, playbooks, operating rhythms, and handover processes.
• Own the post-implementation customer lifecycle, including onboarding handover, adoption, health monitoring, and retention.
• Drive improvements in customer health scores, NPS, retention, and time-to-value.
• Act as the senior escalation point for complex or at-risk accounts.
• Partner with Product, Sales, Implementations, Account Management, and Operations to improve customer outcomes and expansion.

Requirements

• 5+ years of Customer Success leadership experience in a SaaS or technology scale-up environment.
• Proven experience leading direct reports and scaling Customer Success functions.
• Track record of improving retention, adoption, or time-to-value through measurable initiatives.
• Experience managing tiered enterprise and mid-market customer portfolios.
• Strong operational design, stakeholder management, data analysis, and churn-risk management skills.
• Ability to work in a fast-moving, ambiguous environment and collaborate with offshore teams.

Nice to have

• Experience in highly regulated industries, particularly fintech.
• Experience managing or collaborating with offshore teams.

Culture & Benefits

• High-performance culture built around accountability and frank communication.
• Opportunity to shape a world-class Customer Success function during a period of rapid growth.
• Hybrid work environment in Melbourne with collaboration across Australia and offshore locations.