Head of Customer Success

The Compliant Group; Sydney; Remote; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Incentivised bonuses

Job summary

The Compliant Group is seeking a Head of Customer Success for a full-time remote role. You will lead client onboarding, go-live, and ongoing account management across a diverse client base, building a small team and scalable processes.

You will monitor client health, address satisfaction issues, and coordinate with operations and compliance teams. The role requires travel and strong stakeholder engagement.

Qualifications

• Minimum 7–10 years in a senior customer success or account management role.
• Proven success in leading implementations and onboarding.
• Experience with logistics, freight forwarding, or related industries.
• Experience managing offshore teams and outsourced service delivery.
• Strong stakeholder engagement and data-driven decision making.

Responsibilities

• Lead customer implementation and account management across the group.
• Own the client journey from onboarding to ongoing management.
• Build and manage a small team.
• Establish scalable implementation and account management processes.
• Monitor client health and address satisfaction/retention issues.
• Engage clients and coordinate with operations and compliance teams.
• Report on customer success KPIs to leadership.
• Upsell and/or cross sell the group's services to existing clients.

Skills

Customer retention

Analytics

Communication

Account management

Implementation leadership

Team leadership

Remote work

Tools

CargoWise

Expedient

Clear.Ai

Job description

Reporting to the Commercial Director, the Head of Customer Success is a full-time remote role leading customer implementation and account management across the group. You'll own the client journey from onboarding and go-live through to ongoing account management, across a diverse client base with very different service needs. You'll build and manage a small team, establish scalable implementation and account management processes, monitor client health, and proactively address issues affecting satisfaction or retention — engaging clients directly, coordinating with operations and compliance teams in each business, and reporting on customer success KPIs to leadership.

Key responsibilities

Lead customer implementation and account management across the group

Own the client journey from onboarding and go-live through to ongoing account management

Build and manage a small team

Establish scalable implementation and account management processes

Monitor client health and proactively address issues affecting satisfaction or retention

Engage clients directly and coordinate with operations and compliance teams in each business

Report on customer success KPIs to leadership

Upsell and/or cross sell the group's services to existing clients

About you

Strong customer satisfaction and retention skills, with a track record of improving client experience and loyalty

Advanced analytical skills to interpret customer data, identify trends, and inform strategy

Excellent written and verbal communication, with confident stakeholder engagement

Solid account and client management capabilities — relationship building, prioritisation, and structured follow-up

Proven experience leading client implementations and onboarding, from scoping and setup through to go-live

Experience leading customer success or account management teams, ideally within logistics, freight forwarding, or related industries

Relevant experience in freight forwarding, customs, and logistics generally

Australian Customs Broker's Licence highly regarded

Experience managing offshore teams, ideally with exposure to BPO or outsourced service delivery

Experience with industry-relevant technology (e.g. CargoWise, Expedient, Clear.Ai super user level)

Comfortable working remotely, with strong organisational and time-management skills

Minimum 7-10 years' experience in similar role

Domestic and International travel will be required from time to time

About us

The Compliant Group is a Sydney-based, international trade solutions business consisting of multiple entities supporting freight forwarders, customs brokers, Importers, Exporters and 3PL providers globally. Our group includes Compliant Customs Australia and Compliant Customs New Zealand, specialist wholesale customs brokerages that work exclusively with freight forwarders as a trusted, behind-the-scenes partner, and Compliant Business Processing, our Manila-based offshore team providing scalable processing and back-office support to all members of the international logistics community.

A generous salary package with significant incentivised bonuses