Scaled Customer Success Manager

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, building the operating system for schools worldwide.

About the Role & Team

As a Customer Success Manager, Scaled Portfolio, you'll take ownership of a portfolio of 200+ Victorian schools and make sure every one of them gets real value from Compass, through programs and touchpoints designed to reach many schools at once.

This is a newly created role for someone who loves solving the puzzle of coverage at scale: knowing which schools need attention today, which are quietly at risk, and how to reach hundreds of schools at once with the right message at the right time. Working alongside your Senior State Manager, and partnering with Operations, you’ll shape the playbook, the health score, lifecycle programs, and the digital touchpoints that make this model work. You'll partner with customers to solve complex challenges while designing repeatable programs, automations, and one-to-many initiatives that help us deliver an exceptional customer experience at scale.

Responsibilities and duties:  

• Own the relationship and outcomes for a portfolio of 200+ Victorian schools. 
• Engage schools across the portfolio, establish a current picture of health, and triage where your time is best spent. 
• Contribute to the design of scaled engagement programs; lifecycle journeys, webinars, campaigns, self-serve resources, and own their delivery to your schools. 
• Use adoption and usage data to identify risk early and decide where to focus. 
• Deliver targeted onsite and remote sessions for at-risk or high-potential schools. 
• Own renewal conversations across the portfolio, with a clear focus on retention outcomes. 
• Aggregate feedback, usage trends and friction points from across the portfolio and relay structured insights back to Product. 
• Work with support to ensure school issues are resolved through the right channel, keeping your time focused on portfolio level outcomes. 
• Drive advocacy and reference-ability across your portfolio, positioning Compass as a strategic partner rather than a vendor.

About You

We're looking for someone who thrives on volume rather than being overwhelmed by it. You bring genuine customer success experience managing a large book of accounts, you're energised by building scalable systems rather than manual, one-by-one outreach, and you have the judgement to know what needs a phone call, what needs an email, and what can be handled by a well-timed automated nudge.

Essential:

• Experience in a Customer Success or account management role, ideally SaaS, managing a large-volume of accounts. 
• Strong prioritisation and triage judgement, you can work out what’s urgent across a large book without waiting to be told. 
• Comfort interpreting usage data and health scores to decide where to focus limited time across a large portfolio.
• Strong organisational skills and self-management, with the confidence to operate independently.
• Excellent written and verbal communication, adaptable across school stakeholders from business managers to executives.
• Commercial awareness and a clear focus on retention and growth outcomes, not just satisfaction.
• Genuine interest in building repeatable systems and programs rather than working account by account. 

Desirable:

• Experience with the K-12/education sector, and familiarity with the Australian school calendar and independent, Catholic, and government school structures.
• Experience designing or delivering scalable, one-to-many engagements, webinars, email campaigns, digital lifecycle journeys. 
• Proficiency with CRM/CS platforms and comfort adopting new tools and automation. 
• Knowledge of the Compass platform.

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