Principal Customer Success Consultant

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

To thrive in this role, you bring:

• 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.
• High attention to detail with the ability to balance strategic thinking and hands-on delivery.
• Commercial acumen and confidence operating in premium service environments.
• A growth mindset, high level of resilience and a commitment to continuous improvement.
• Track record of driving outcomes independently, identifying problems, building solutions and executing without waiting for direction. 
• Genuine AI fluency, demonstrated through how you work day to day.

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 - https://www.compass.education/