Senior Customer Success Consultant

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of the complete consulting journey for a selection of key school accounts, encompassing implementation, training, and ongoing collaboration.

• Oversee intricate implementations across the Compass product range, including module adoption and partner integrations.

• Create and manage structured success plans for each school in your portfolio, leading Executive Business Reviews (EBRs) and senior leadership discussions that bring those plans to fruition.

• Establish trusted relationships with senior stakeholders at schools, serving as their primary strategic advisor regarding all aspects of Compass.

• Foster advocacy and referenceability within your portfolio, positioning Compass as a strategic partner instead of merely a vendor.

• Leverage Compass adoption and usage data to inform success plans, identify risks, and base EBR discussions on concrete evidence.

• Collaborate with Sales and Product teams to pinpoint and develop opportunities for schools to broaden their usage of Compass.

• Act as the voice of key accounts within the organization to drive enhancements in product, process, and service quality.

• Proactively identify risks and serve as an escalation point for complex or sensitive issues within key accounts.

• Mentor and support the broader Customer Success team, contributing to the creation of playbooks and best practices.

⛳️ Requirements

• Demonstrated experience as a Senior Consultant or in a comparable customer-facing, advisory, or implementation position, managing complex, high-value accounts with senior stakeholders.

• Strong comprehension of the Australian school landscape, or a proven ability to quickly acquire in-depth domain expertise in complex, regulated sectors.

• A history of independently driving outcomes, identifying challenges, developing solutions, and executing plans without needing direction.

• Composure and credibility when presenting to executive audiences, including the capacity to navigate pushback and challenging conversations constructively.

• Excellent facilitation and stakeholder management abilities.

• Exceptional attention to detail with the capability to balance strategic thinking and hands-on execution.

• Commercial insight and confidence operating in premium service settings.

• Authentic fluency in AI, demonstrated through your daily work practices.

🏝️ Benefits

• A fully remote position based in Brisbane, with regular travel to schools in your portfolio and occasional in-person gatherings with the broader Customer Success team.

• Opportunities for learning and development, including a dedicated professional development budget.

• 24/7 access to our Employee Assistance Program (EAP), offering face-to-face, phone, and live chat support.

• A parental leave program available for both primary and secondary caregivers.

• Regular team events, social budgets, and in-office perks to keep you engaged, from team lunches to end-of-week socials.

• Employee Referral Program.

• A supportive and inclusive culture where your voice is valued and heard.