Senior Customer Success Consultant

Job Description

Come shape the future of education with us.

At Compass, we love working with schools and strive to deliver new innovations, functions, and process improvements as new technology becomes available. Our services are specifically designed to improve not only the school process but also community culture and student learning outcomes.

Compass is a product that genuinely provides students, teachers, and parents with an improved educational experience. You can leave at the end of each day knowing you made a difference to a student’s education or helped make a staff member’s day just that little bit better.

Our school management ecosystem is now used in more than 5,000 schools across Australia and beyond. We’re joined by over 300+ members of the Compass team, building the operating system for schools worldwide.

About the Role & Team

As a Senior Customer Success Consultant, you’ll act as a trusted strategic advisor to a portfolio of our largest schools, including long-tenured partners and major accounts recently joining Compass. You’ll partner with school leadership to shape long term success plans, drive deep product adoption, and unlock value for the school from the Compass ecosystem. Your work will directly influence retention, partnership maturity, and growth across our key accounts.

What you’ll do:

• Own the end-to-end consulting experience for a portfolio of key school accounts, from implementation, training and ongoing partnership.
• Lead complex implementations across the Compass product suite, including module adoption and partner integrations.
• Design and own structured success plans for each school in your portfolio, and lead the EBRs and senior leadership conversations that bring those plans to life.
• Build trusted relationships with senior school stakeholders and act as their primary strategic advisor on all things Compass.
• Drive advocacy and reference-ability across your portfolio, positioning Compass as a strategic partner rather than a vendor.
• Use Compass adoption and usage data to shape success plans, surface risk and ground EBR conversations in evidence.
• Partner with Sales and Product to identify and shape opportunities for schools to expand their use of Compass.
• Represent the voice of key accounts internally to influence product, process and service improvements.
• Anticipate risks and act as an escalation point for complex or sensitive matters within key accounts.
• Mentor and uplift the wider Customer Success team, contributing to playbooks and best practices.

About You

We are looking for someone who thinks strategically, communicates with executive presence, and operates with the confidence and judgement of a trusted advisor.  You’re energised by complex school environments, you read a room well, and you can translate product capability into outcomes that matter to school leaders.

Essential:

• Proven experience as a Senior Consultant or equivalent customer facing, advisor or implementation role, managing complex, high value accounts with senior stakeholders.
• Strong understanding of the Australian school environment, or a proven track record of rapidly building deep domain knowledge in complex, regulated sectors.
• A track record of driving outcomes independently, identifying problems, building solutions and executing without waiting for direction.
• Composure and credibility in front of executive audiences, including the ability to handle pushback and difficult conversations constructively.
• Strong facilitation and stakeholder management skills.
• High attention to detail with the ability to balance strategic thinking and hands on delivery.
• Commercial acumen and confidence operation in premium service environments.
• Genuine AI fluency, demonstrated how you work day to day.

Desirable:

• Comprehensive knowledge and confidence utilising the Compass platform.
• Experience in education, (Primary or Secondary teaching, school operations, or EdTech customer facing roles).

Why Join Compass?

You’ll join a purpose-driven company at a genuinely exciting stage of growth, working with some of Australia’s largest schools and shaping how they get value from Compass at scale.

What we offer:

• A fully remote role based in Brisbane, with regular travel to schools across your portfolio and periodic in-person gatherings with the wider Customer Success team.
• Learning and development opportunities, including a dedicated PD budget.
• ²⁴⁄₇ access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
• A parental leave program for both primary and secondary carers.
• Regular team events, social budgets and in-office perks help you stay connected, from team lunches to end-of-week socials.
• Employee Referral Program
• A supportive, inclusive culture where your voice is valued and heard.

Compass is proud to be an equal opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, you’ll need:

• A valid Employee Working With Children Check
• A satisfactory National Police Check
• Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)
• A valid full Driver’s Licence

Ready to Apply?

If you’re excited by the opportunity to be a trusted advisor to high-value schools, lead strategic conversations with school leadership, and shape how those schools get value from Compass, we’d love to hear from you.

Find out more about Compass on our website - www.compass.education.