At a Glance
- Tasks: Manage relationships with 200+ schools, ensuring they get the most from Compass.
- Company: Join Compass, a leader in educational technology transforming student experiences.
- Benefits: Flexible work culture, learning opportunities, and comprehensive support programs.
- Other info: Exciting growth opportunities in a diverse and inclusive environment.
- Why this job: Make a real impact on education while collaborating with passionate individuals.
- Qualifications: Experience in customer success or account management, ideally in SaaS.
The predicted salary is between 37800 - 46200 £ per year.
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 Saa S, 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
- #J-18808-Ljbffr
Scaled Customer Success Manager in Hawthorn employer: Compass Education
Compass Education is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about making a difference in the EdTech sector. With a strong emphasis on employee growth, we offer comprehensive training and development opportunities, ensuring you can thrive in your role as Head of Compliance & Information Security. Located in the heart of the UK, our collaborative environment encourages teamwork and creativity, making it an ideal place for professionals looking to contribute to meaningful projects while enjoying a supportive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Scaled Customer Success Manager in Hawthorn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Compass Education. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Compass Education before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Scaled Customer Success Manager in Hawthorn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Compass Education:Your cover letter is your chance to shine! Tell us why you want to work at Compass Education specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Compass Education!
How to prepare for a job interview at Compass Education
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
