Head of Customer Success (Global)

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.

Today, Compass supports thousands of schools across multiple countries. As we continue to scale globally, customer experience and long-term partnership quality are central to our success.

We’re now looking for a Head of Customer Success (Global) to lead and unify our worldwide Customer Success function.

About the Role & Team

Reporting to the Chief Customer Officer, this role leads the global Customer Success strategy across Government and Independent school portfolios.

This is a senior leadership role responsible for ensuring every Compass customer achieves strong adoption, measurable value and long-term partnership success.

You’ll unify regional approaches into a single, scalable global strategy, partnering closely with State and Regional leaders to deliver a consistent, high-quality rollout and lifecycle experiences across markets.

What you’ll do

Leadership and Team Development

• Build, lead and inspire a high-performing global Customer Success team grounded in Compass values.
• Coach and empower State and Regional Managers to develop strong consulting teams through structured coaching, peer learning and capability building.
• Foster strong communication and alignment across regions, ensuring consistent service quality and customer outcomes globally.

Global Customer Success Strategy

• Define and execute the global strategy for customer satisfaction, covering all parts of the rollout journey and long-term partnership success.
• Establish scalable service standards, processes and operating rhythms that scale effectively across multiple regions and growing customer segments.
• Partner with regional and state leaders to align rollout plans, resources and timelines, ensuring consistent delivery and customer outcomes across markets.

Customer Engagement and Delivery

• Oversee the end-to-end onboarding and implementation journey, including workshops, demonstrations, configuration, training and business reviews.
• Identify opportunities to strengthen the customer experience and drive deeper platform adoption throughout the lifecycle.
• Provide executive-level support for strategic or high-value customer engagements when required.

Cross-functional Collaboration

• Work closely with the Head of Support (Global) and Head of CS Operations (Global) to ensure a seamless, high-quality customer experience, particularly in customer training and capability development.
• Provide structured customer insights to the Product team to inform roadmap priorities and ensure solutions continue to meet evolving needs.
• Partner with Sales, Expansion and Support teams to ensure smooth handovers and consistent customer messaging across every stage of the journey.

Operational Excellence and Continuous Improvement

• Lead improvements to processes, systems and workflows that strengthen efficiency and scalability across the global Customer Success function.
• Identify and embrace opportunities to leverage AI and automation to improve service quality and operational effectiveness at scale.
• Standardise reporting, performance indicators and delivery benchmarks across regions to drive consistency and accountability.
• Ensure Customer Success operations remain aligned with broader organisational goals and evolving customer needs.

Requirements:
About You

You’re a commercially minded, customer-first leader who knows how to scale teams without compromising service quality. You bring clarity, accountability and a strong sense of ownership to global operations.

You also bring:

• Extensive senior leadership experience within Customer Success in a SaaS or technology-led environment.
• Proven ability to lead multi-region or global teams.
• Strong strategic thinking combined with operational execution capability.
• Experience scaling service standards and delivery frameworks.
• A track record of improving retention, satisfaction and adoption metrics for customer outcomes.
• Confidence partnering at executive level internally and with strategic customers.

Benefits:
What’s in it for you?

You’ll join a purpose-driven company at a genuinely exciting stage of growth, with the opportunity to make a real impact on education at scale.

What we offer:

• A hybrid working environment, with teams spending three days a week in our Melbourne office.
• Learning and development opportunities, including a dedicated PD budget.
• 24/7 access to our Employee Assistance Program (EAP), including face-to-face, phone and live chat support.
• A parental leave program for both primary and secondary carers.
• A supportive, inclusive culture where your voice is valued and heard.
• The chance to grow alongside a fast-moving, ambitious organisation.

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’ll need:

• A valid Employee Working With Children Check
• A satisfactory National Police Check
• Verification of unrestricted work rights in Australia (e.g. citizenship, passport or birth certificate)

Ready to make a difference?

If you’re excited by the challenge of leading global teams, scaling customer success at pace, and shaping how schools experience and succeed with Compass, we’d love to hear from you.

Apply now and help us build the foundations that empower schools to focus on what matters most: teaching and learning.

Find out more about Compass on our website - https://www.compass.education/.