Customer Success Analyst

Picture this: you're a procurement director at a major company, and someone asks you a simple question.

"Can you guarantee there's no forced labor in your supply chain?"

The pause isn't hesitation. It is a calculation. You are running through years of contracts, supplier data from every corner of the globe, and compliance requirements that change almost as fast as the news cycle. The reality? You are dealing with one of the most complex challenges in business today, often with tools that were never designed for this level of scrutiny.

Your team is sharp, your processes are diligent, but the visibility you need to be certain? That's the missing piece. And with regulators, executives, and stakeholders all expecting clear answers, it's no longer enough to piece things together from scattered systems and outdated reports.

That's where we come in.

Fair Supply has built a platform that shows companies what's happening in their supply chains. Modern slavery, emissions, biodiversity destruction. We make the invisible visible. Not just surface level compliance, but real intelligence that helps procurement teams make confident decisions.

Why we're hiring now

We have got customers who love what we've built, and they're not just buying because they want to, but because there are also significant regulatory tailwinds behind the problem we are solving that requires our solution for compliance. New ESG regulations are hitting enterprise companies across Australia and New Zealand, and the compliance deadlines aren't moving.

This is not a maybe someday problem. It is a "we need this solved by Q2" problem. Which means you'll be selling into a market where the demand is real, urgent, and growing fast. You would be joining at the exact moment when everything's starting to click.

This is a Customer Success role where you'll keep our customers winning, and our high retention rates high, while shaping how we serve them. You won't just answer tickets - you'll solve the problems that matter and build the systems that scale.

The learning curve is real. You'll need to get smart on ESG regulations fast. But here's the payoff: you'll become an expert in a space that's exploding, selling something that makes the world measurably better.

What you'll do

• Handle the front line:
  You'll own our CS inbox, giving customers timely, professional responses. Not just quick responses - thoughtful ones that actually solve problems. What you're not able to answer directly, you'll effectively prioritise and triage so that we are always turning our attention to the right things at the right time.
• Dig into the data:
  Review customer data and outputs for accuracy and make the changes needed. Advanced Excel skills aren't nice-to-have here - they're essential.
• Drive the CS calendar and cadences:
  Set up handover meetings, kick off calls and make sure that CS rhythms and routines including customer meetings, weekly and monthly reporting and account health monitoring is all humming.
• Support at scale:
  Manage our lower ACV accounts. Keep them engaged with our product, the CS team and growing. Make sure CS and customer account CRM HubSpot data and reports are always up to date.
• Build the knowledge base:
  Develop real ESG expertise. You'll need to understand modern slavery risks, emissions reporting, supply chain compliance and our product, inside out.
• Spot the opportunities:
  Track customer usage (be familiar with tools like Amplitude), identify expansion potential, and flag account risks early. Be the early warning system for the CS team.
• Build the playbook:
  Help create scalable processes that work across our customer base. Turn one-off solutions into systems everyone can use.
• See things through:
  When a customer project lands on your desk, you own it from start to finish. We need someone who keeps going until the outcome is achieved.

You'll love this if you…

• Know how to wrangle data:
  Advanced Excel is your friend, and you see patterns where others see spreadsheets.
• Thrive in organised chaos
  : Startup life means priorities shift fast, and you can handle the context switching.
• Communicate clearly
  : You can adapt your message whether you're talking to a CFO or walking a supplier through a process.
• Work independently:
  You're comfortable making progress without constant check-ins and know when to ask for help.
• Stay genuinely curious:
  You want to understand how things work and dig deeper into customer needs, not just check boxes.
• Have startup experience:
  You've worked where systems are still being built, not just maintained.
• Bonus points if you've got ESG knowledge or sustainability interest. Even better if you can spot commercial opportunities while you're solving problems.

What working here feels like

You'll join a team that's figured out something rare - they know how to be deeply ambitious about the work while staying genuinely kind to each other. People here want to do great work, but egos don't run the show. When someone hits a rough patch, colleagues show up to help instead of disappearing after offering vague support.

You get real autonomy to make decisions and own your work. No micromanaging, no endless approval chains. Leadership keeps everyone in the loop about what's happening, both the good news and the challenging stuff.

The work matters in a measurable and tangible way. We're helping companies tackle modern slavery, emissions, and biodiversity destruction. It's energising to wake up knowing your efforts are making a real difference in the world.

We're not perfect. We're still building and figuring things out as we go. But we've got clear focus, customers who genuinely love what we've built, and the kind of momentum that makes you excited about what's possible. Plus, people here know how to celebrate wins together and laugh when things get messy, which they inevitably do.

Ready to make sustainable supply chains your thing?

This is your chance to join a company solving real problems at exactly the right moment. We are proud to have high-profile ASX and international customers, and we are unashamedly customer obsessed. In this role you'll be a critical member of the CS team working closely with the Head of Customer Success and Customer Success Manager. You'll learn to understand our product deeply, build meaningful relationships with customers and help shape our next phase of growth as a company. You'll work alongside brilliant people on meaningful work. And you'll help build the global standard for supply chain transparency.

If you've read this far thinking "This sounds like the challenge I've been waiting for" - let's talk.

Apply now
or reach out directly. We'd love to meet you.