Principal Customer Success Consultant

Come shape the future of education with us.

At Compass, we’re on a mission to transform the school day for everyone - from staff and students to families and administrators. We build smart, seamless technology that empowers schools to focus on what really matters: learning, growing and thriving.

As Australia’s leading K–12 school management platform, Compass supports thousands of schools and is expanding across the UK and Ireland. Compass is at an exciting inflection point - scaling its product, its team and the way we partner with our most strategic customers.

We’re now looking for a Principal Customer Success Consultant to join our team.

About the Role & Team

This role is responsible for delivering a highly tailored, white-glove experience to Compass’ most prestigious private schools.

As a Principal Consultant, you’ll act as a trusted advisor to school leadership, driving exceptional outcomes, deep product adoption and long-term strategic partnerships. You’ll play a critical role in Compass’ success within this segment, while representing the Compass brand at the highest level.

This role combines deep product and implementation expertise with strong relationship, project and stakeholder management skills.

What you'll do

Key Account Management

• Own the end-to-end consulting experience for a portfolio of Compass’ most strategic private school clients, building trusted relationships with senior stakeholders including Principals, Business Managers and Executive teams.
• Act as a strategic advisor, providing proactive guidance aligned to each school’s goals and operating context.
• Deliver a premium, highly responsive 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, Training & Adoption Excellence

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

Product Expertise & Commercial Impact

• Maintain deep knowledge of the Compass platform and product ecosystem.
• Identify opportunities for additional product adoption in partnership with Sales.
• Provide consultative recommendations aligned to each school’s strategy and goals.
• Represent the voice of key accounts internally to influence product, process and service improvements.
• Use AI tools to synthesise client feedback and support solution design.

Leadership, Mentorship & Team Contribution

• Act as a role model for consulting excellence and customer advocacy.
• Provide mentorship and guidance to broader Customer Success team members, supporting onboarding, coaching and quality assurance across the team.
• Contribute to best practice frameworks, playbooks and standards.

Cross-Functional Collaboration

• Work closely with Sales, Support, Product and Onboarding teams to deliver on commitments.
• Act as an escalation point for complex or sensitive client matters.
• Ensure clear, proactive communication around client health, risks and opportunities.