Customer Success Lead

• Experience delivering software onboarding, implementation or customer success engagement.
• Experience working with or within K-12 school environment + understanding of school operations essential. 
• Attend school sites across Victoria. WWCC, valid drivers licence & vehicle required.

Reporting to the Head of Delivery, the Customer Success Lead is responsible for ensuring that schools have a seamless, high-quality experience during platform adoption and onboarding. This dual-focus role combines hands-on delivery of school onboarding engagements with team leadership of Customer Success Specialists who are Subject Matter Experts (SMEs). The incumbent drives the onboarding process, standard collateral, builds team capability & acts as the primary escalation point for complex onboarding challenges.
 
Your key responsibilities will include; 
Lead customer onboarding and implementation from commencement to go-live to Customer Success.
• Develop & manage onboarding processes.
• Monitor onboarding health through key metrics & proactively address risks.
• Act as the escalation point for complex onboarding issues.
• Develop & continuously improve onboarding methodologies, playbooks, processes, systems & reporting.
• Identify, mitigate & escalate onboarding risks that may impact delivery, adoption or commercial outcomes.
• Provide customer & industry insights to support the Product Roadmap.
• Lead & develop a team of Customer Success Specialists, overseeing workload management, performance & capability development.
• Provide coaching, conduct regular 1:1s, & support recruitment & onboarding of new team members.
• Serve as the escalation point for complex school deployment scenarios.
• Establish & maintain delivery & customer engagement standards.
• Continuously improve onboarding frameworks, templates & knowledge resources.
• Partner with the Head of Delivery on workforce planning, forecasting & process improvement.
• Build trusted relationships with school stakeholders throughout the onboarding journey.
• Partner with Sales to ensure smooth customer transitions &  identify growth opportunities.
• Collaborate with Product teams by providing customer feedback, deployment insights & roadmap recommendations.
• Understand & navigate the requirements of both public & independent school sectors.
• Act as the voice of the customer, ensuring school needs & insights inform product development & service delivery.
 
To be successful in this role you'll have an understanding of K–12 school operations & decision-making coupled with demonstrated capability in process design, implementation & continuous improvement As well as be skilled at facilitating engagement across diverse stakeholder groups, from classroom teachers to executive leaders & experienced in leading, mentoring and developing specialist teams.

You'll be an excellent communicator, able to translate complex technical concepts into practical outcomes for non-technical audiences, be highly organised with strong project management skills, capable of managing multiple concurrent implementations while maintaining attention to detail & comfortable using customer engagement & performance metrics to drive insights & outcomes.
  
Prior experience in EdTech product onboarding, school-facing SaaS
implementation, or curriculum technology essential.

To apply please click the “Apply” button and submit your resume. You must live in Australia and have current Australian working rights to apply for this role. 
  
At Lloyd Connect we recognise the benefits that diversity and inclusion brings to our clients and encourage people from all backgrounds, abilities and identities to apply.

David Lloyd
Head of Executive & IT Recruitment  
david@lloydconnect.com.au