Head of Customer Outcomes (Fintech)

Location: Melbourne, Australia — hybrid

Company

hirify.global provides SaaS solutions for identity verification and other regulated, data-driven financial services workflows.

What you will do

• Lead, coach, and develop an onshore Australian and offshore Customer Success team.
• Analyse customer and platform data to improve verification pass rates, customer health, service performance, and retention.
• Build proactive monitoring, alerting, automation, and self-service tools that scale Customer Success operations.
• Design Customer Success frameworks, playbooks, KPIs, and operating rhythms across the post-implementation lifecycle.
• Improve handovers between Implementations, Customer Success, and Account Management to reduce friction and time-to-value.
• Partner with Product, Sales, and Implementation teams while serving as the senior escalation point for complex or at-risk accounts.

Requirements

• 7+ years of experience in Customer Success, Implementation, or Delivery leadership within a SaaS or technology scale-up.
• Proven experience redesigning and scaling Customer Success or delivery functions, with measurable improvements in time-to-value or retention.
• Experience coaching and developing teams and managing tiered enterprise and mid-market customer portfolios.
• Strong analytical skills, including the ability to use SQL, BI tools, or equivalent methods to diagnose performance issues and measure impact.
• Technical credibility with APIs, integrations, data flows, automation, and process design.
• Excellent stakeholder management and the ability to drive outcomes in an ambiguous, fast-moving environment.

Nice to have

• Experience in identity verification, KYC/AML, fraud, fintech, or another highly regulated data-driven industry.
• Experience managing or collaborating with offshore teams.

Culture & Benefits

• Hybrid work arrangement in Melbourne.
• Hands-on, evidence-based approach to customer outcomes and continuous improvement.
• Collaboration across Customer Success, Product, Sales, Account Management, and Implementation.
• Focus on scalable tooling, operational clarity, and proactive customer support.