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 solid 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

📌 Head Of Customer Success (New South Wales)
🏢 The Compliant Group
📍 New South Wales