Senior Customer Success Consultant Hybrid Customer Success & New Markets Full time Adelaide, South Australia, Australia 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 Customer Success Consultant, you will be working with a number of our priority clients to ensure their satisfaction and retention in the Compass product. You will work with the independent schools to provide exceptional service and support resulting in increased retention and ARR, as well as resulting in advocacy and promotion of the Compass product to future potential clients. Requirements 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. About You We are looking for people who have a passion for creativity and problem-solving. Our clients 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: - A demonstrated service-orientated approach and are a motivated and enthusiastic self-starter. - The ability to thrive under pressure. - Strong verbal and written communication skills. - Strong attention to detail and ability to see tasks through to conclusion. - Ability to build positive professional relationships with clients and educational staff. Desirable: - Comprehensive knowledge and confidence utilising the Compass platform. - Education experience, whether that is in a Primary or Secondary school teaching setting or prior experience as a Customer Success Consultant. Benefits What’s in it for you? - We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment. - A flexible working culture. - Learning & Development opportunities - we want you to grow and get the most out of your role! - Parental Leave Program for both primary and secondary carers. - 24/7 access to our Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support. It is a really exciting time to join Compass. We are growing and need people who want to grow with us. We value individuals who are self-motivated, adaptable, and eager to contribute to the success of our company. 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 Require: - A valid Employee Working With Children Check - Verification of unrestricted work rights in Australia, e.g., citizenship, passport, or birth certificate - A successful National Police Check - A valid Drivers Licence

• Lead, coach, and develop a team of Customer Success Managers to drive high performance and strong customer outcomes • Establish clear expectations, KPIs, and accountability for onboarding, adoption, and customer success execution • Oversee and ensure consistent execution of onboarding and implementation across all accounts • Support CSMs in managing complex, high-priority, or at-risk customer relationships • Drive the development and execution of structured success plans across the customer lifecycle • Lead change management efforts across the Customer Success team, ensuring smooth adoption of new processes, systems, and ways of working • Manage and coordinate cross-functional projects that impact the customer experience, ensuring alignment across teams and timely execution • Partner with Sales to support renewals, expansions, and overall account growth strategies • Act as the voice of the customer across internal teams, advocating for solutions that improve the end-to-end customer experience • Influence and drive alignment across cross-functional stakeholders, gaining consensus on priorities and solutions without direct authority • Monitor usage, engagement, and satisfaction metrics to proactively identify risks and opportunities • Build new and refine scalable processes to improve efficiency, reduce manual work, and support growth • Collaborate with cross-functional teams to align on customer experience, workflows, and system improvements

• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company. • Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives. • Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth. • Identify and pursue upsell and expansion opportunities where they align with client goals. • Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries. • Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service. • Build client events as necessary on the Tixr platform. • Own coordination across internal teams to ensure client needs and goals are met on time. • Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits. • Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation. • Partner with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients. • Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success. • Provide the Director of Accounts with regular insight into the health and status of client relationships. • Escalate complex issues to the appropriate internal teams and ensure timely resolution. • Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience. • Manage client projects, timelines, event builds, and deliverables, ensuring all commitments are met. • Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates. • Identify and implement process improvements to optimize client success workflows.

• Act as the primary point of contact for assigned customers • Drive onboarding, adoption, and retention strategies • Deliver proactive support, not reactive ticket handling • Troubleshoot product issues using SQL queries, logs, and system diagnostics • Use Power BI / dashboards to track customer health and usage patterns • Leverage and deploy AI tools / AI agents to improve support efficiency • Continuously improve support workflows and CX processes