Job Description

The role

You are a Customer Success Specialist who makes sure our customers get real value out of the FrankieOne platform. You own a portfolio of live accounts and you are their day to day point of contact for anything product, adoption or operational.

Reporting to the Head of Customer Success, you sit in our offshore CS team managing our portfolio customers. This is the volume end of our book, and it is where the biggest opportunity sits. Today that engagement is largely reactive and driven by tickets. Your job is to help shift it toward something proactive: knowing which accounts are healthy, which ones are drifting, and getting ahead of problems before the customer raises them.

Implementations own technical onboarding, so your focus is what happens after going live. You track usage, work pass rates, resolve and escalate issues alongside Technical Support, run training and product education, and keep the customer moving forward. Where you spot a genuine expansion signal, you qualify it and hand it to the Account Manager to run commercially.

This is a technical space and it moves quickly. You will need to build real product depth to be credible with your customers, and we expect you to be up and running fast.

Your ticket to success:

• Be an advocate. For Frankie, for the product, for our people and for our values.

• Energy. You enjoy a high energy, high velocity environment. You enjoy a challenge and relish the opportunity to create something you can be proud of.

• Customer centricity. Your focus is the customer. You work with them to lift adoption, improve pass rates, and resolve issues quickly. You run training, product walkthroughs and configuration conversations, and you understand the metrics that matter to their business.

• Portfolio management. You manage a portfolio of accounts through data, not gut feel. You use health signals across tickets, usage and product adoption to work out where to spend your time, and you keep retention high across the book.

• Technical depth. You build a strong working knowledge of the FrankieOne platform: KYC, KYB, AML, fraud, cascades and OneSDK. You can read verification data, diagnose why a check failed, and explain it clearly to a customer.

• Collaboration. You work closely with Technical Support on issue resolution, with Implementations on handover into business as usual, and with Product on feedback that shapes the roadmap. You surface and qualify expansion signals and hand them to Account Management.

• Mentor. You train and coach junior members of the team, peer review their work, and share what you know.

In a previous life you have:

• 3+ years in a customer success, onboarding, implementation or product specialist role in B2B SaaS. Fintech, regtech or a compliance adjacent business is a strong advantage.

• Managed a portfolio of accounts and been accountable for retention across it.

• Worked in a technical product and built genuine depth in it, not just surface familiarity.

• Handled escalations and worked alongside technical teams to resolve them.

• Used data to prioritise your own work and to have better conversations with customers.

• Developed a passion for technology and how it solves customer problems.

• Built an eye for detail and a sense of what actually matters to the customer.

• Strong people skills, with a natural and collaborative presentation style.

• The ability to build rapport with anyone.