Overview
Head of Customer Success - Not-for-Profit, Hybrid and Flexible
Join Good360 Australia (where we live and breathe workplace flexibility) in this critical leadership role (reporting to the Chief Experience Officer) guiding our customer-facing service excellence and strengthening our member compliance framework.
Help ensure no one in Australia goes without by becoming part of a team who connect charities, schools, and society's most vulnerable with everyday essentials for home, hygiene, play, education and disaster recovery.
Hybrid working, with flexibility (start and finish times)
A permanent role, leading a critical function across Customer Experience
Incredible workplace culture with integrity and kindness at the centre that offers annual leave on your birthday and bonus annual leave days over Christmas.
Impact of the organisation
Every year in Australia $4.5 billion worth of unsold household goods are wasted, while 1 in 8 Australians live below the poverty line.
Every day our team helps charities and schools achieve even more with less. We are passionate about supporting charities and disadvantaged schools to meet the needs of their communities by:
Increasing advocacy for need: We are an independent and trusted voice increasing awareness of need for everyday essentials in our communities.
Connecting donated new products to need: We provide low cost, high-quality new products with an easy and convenient experience.
Sourcing wholesale high-need essentials: We provide consistent and reliable supply of low cost, high-need products to those who need them.
The Impact you will have
We are looking for someone who is equal parts people leader, process builder, and compliance manager, motivated by mission, structure, and service delivery. You will lead Good360's customer-facing service functions, while also owning and strengthening the organisation's member compliance framework.
This is a critical leadership role responsible for ensuring that Good360's membership interactions, case management processes, and operational procedures meet the highest standards of integrity, accountability, and service excellence.
What to expect (Key Responsibilities)
* Customer Success & Service Leadership (40%): Lead the Customer Success team to deliver responsive, high-quality support, embedding a culture of service excellence; oversee workflows, team productivity, and service KPIs.
* Member Compliance Strategy and Case Management (40%): Lead the development and implementation of Good360's compliance framework, overseeing member vetting, monitoring, and risk escalation procedures. Act as the key escalation point for compliance-related cases.
* Policy, Process and Continuous Improvement (10%): Develop, update, and maintain internal CS policies and operational procedures, conducting regular reviews to strengthen end-to-end operational integrity.
* Leadership & Culture (10%): Provide strong people leadership through recruitment, coaching, and performance management, fostering a positive, energetic, and accountable workplace culture.
About You
Qualifications & Accreditations
Relevant business related qualification (desirable, not essential).
Demonstrated Skills & Experience
* Significant leadership experience in customer success, service operations, compliance, or governance.
* Minimum of 7 years experience in customer success or a customer facing role.
* Demonstrated ability to manage teams and deliver service KPIs.
* Strong process, risk, and escalation management capability.
* Experience building or strengthening compliance frameworks in a complex organisation.
* Excellent written and interpersonal communication skills, high integrity, sound judgement, and confidence handling sensitive matters.
* Strong operational and analytical mindset.
* Experience with membership-based organisations or service delivery at scale (desirable).
Mindset:
* Calm, structured, and solutions-focused.
* Able to balance empathy with accountability.
* Comfortable being hands-on when needed, proactive, resilient, and confident leading through change.
* Passionate about Good360's mission of helping Australians in need while reducing waste.
We support a diverse and inclusive work environment and encourage applicants to let us know how we can adapt the application and interview process to set people up for success on their recruitment journey with Good360. For any questions regarding this role, please reach out to our People and Culture Manager at stacy@good360.org.au .
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