Principal Customer Success Consultant

About the role

Key account management

• Own the end-to-end consulting experience for a portfolio of strategic private school clients.
• Build trusted relationships with Principals, Business Managers, and executive stakeholders.
• Provide proactive guidance aligned to each school's goals and operating context.
• Deliver a premium service model that anticipates client needs and resolves issues early.
• Partner with Customer Success leadership on account planning, risk management, and long-term strategy.

Implementation and adoption

• Lead complex implementations, transitions, and product expansions across the Compass platform.
• Design and deliver tailored training programs, rollout plans, and success workshops.
• Drive post-go-live adoption through ongoing engagement and advanced use-case enablement.
• Deliver onsite and virtual demonstrations to a range of stakeholders.

Product and commercial impact

• Maintain deep knowledge of the Compass platform and product ecosystem.
• Identify additional product adoption opportunities in partnership with Sales.
• Provide consultative recommendations aligned to each school's strategy and goals.
• Use AI tools to synthesise client feedback and support solution design.

Leadership and collaboration

• Mentor Customer Success team members through onboarding, coaching, and quality assurance support.
• Contribute to best-practice frameworks, playbooks, and standards.
• Collaborate with Sales, Support, Product, and Onboarding teams.
• Act as an escalation point for complex or sensitive client matters and communicate client health, risks, and opportunities.

Qualifications

• Proven experience as a Senior Consultant or equivalent in a client-facing, implementation, or advisory role.
• Demonstrated success managing complex, high-value clients with senior stakeholders.
• Strong facilitation, communication, and stakeholder management skills.
• Commercial acumen and confidence operating in premium service environments.
• Genuine AI fluency demonstrated through day-to-day work.
• Ability to drive outcomes independently, identify problems, build solutions, and execute without waiting for direction.

Workplace

• The role is hybrid, with teams collaborating regularly in office hubs while maintaining flexibility.

Benefits

• The company offers learning and development opportunities, including a dedicated professional development budget.
• Benefits include an Employee Assistance Program, parental leave, team events, social budgets, office perks, and an Employee Referral Program.
• Compass promotes a supportive and inclusive culture.

Pre-employment requirements

• A valid Employee Working With Children Check is required before commencing employment.
• A satisfactory National Police Check is required before commencing employment.
• Unrestricted work rights in Australia must be verified before commencing employment.
• A valid full driver's licence is required before commencing employment.

About Compass Education