Company Description 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 Recent 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.

Role 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. Your client implementations will encompass our entire range of service offerings - inlcuded wholesale customs services, BPO services - and both services bundled together with key partners Ai software.

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.

You will need to demonstrate the following:



• 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
- Ability to upsell and/or cross sell the groups services to existing clients
- 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

Other information

- Domestic and International travel will be required from time to time
- A generous salary package with significant incentivised bonuses is on offer for the right candidate

All applications to be forwarded to [email protected]

📌 Head of Customer Success (Sydney)
🏢 The Compliant Group
📍 Sydney