Senior Customer Success Consultant

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, delivering smart school management solutions around the world.

About the Role & Team

As a Senior Customer Success Consultant, you'll partner with some of our key schools to deliver outstanding service and support, driving higher retention and annual recurring revenue (ARR), while also inspiring advocacy and enthusiasm that helps promote Compass to future potential clients.

What you’ll do:

• Manage overall workflow for implementation, training, and account management of assigned signature schools.
• Coordinate the implementation of new modules with customers.
• Complete onsite/remote training sessions & account management visits.
• Ensure the highest level of service for your portfolio of clients.
• Ensure all schools in your portfolio are active promoters of the platform.
• Build relationships with school leadership to ensure product rollout success.
• Provide clear notes and feedback and escalate customer concerns appropriately.
• Provide phone, email, and in-person support to customers when needed.
• Escalate concerns appropriately to ensure maximum customer satisfaction.

Requirements

About You

We are looking for people who have a passion for creativity and problem-solving. Our schools are constantly giving us new challenges to work through and resolve so excellent customer service skills are a must.

We’re also looking for people who celebrate diversity and thrive in a collaborative environment.

Essential:

• Proven experience in consulting, enterprise software delivery and/or strategic project implementation.
• A service-oriented mindset, coupled with being a motivated and enthusiastic self-starter.
• The capability to perform well under pressure.
• Excellent verbal and written communication skills.
• High attention to detail and the ability to complete tasks thoroughly.
• Ability to establish positive professional relationships with clients and educational staff.

Desirable:

• Comprehensive knowledge and confidence utilising the Compass platform.
• Experience in education, whether in a Primary or Secondary school teaching environment, or previous experience as a Customer Success Consultant.

Benefits

Why Join Compass

You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to make a real impact on education at scale.

What we offer:

• A hybrid working environment, with teams collaborating regularly in our office hubs while maintaining flexibility.
• 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 work closely with high-value clients, deliver exceptional consulting experiences and shape how schools get value from Compass, we’d love to hear from you.

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