Customer Success Lead

Welcome to a pivotal role where your work directly influences how people experience technology across the University. As Customer Success Lead, you’ll play a key role in ensuring new IT products, services, and digital solutions are successfully embedded, adopted, and embraced by end users.

In this role you will

• Drive the successful adoption of new and enhanced IT products, platforms, and services.
• Partner with stakeholders to assess business readiness, identify impacts, and develop practical adoption strategies.
• Design and deliver change, communication, and awareness campaigns that support successful implementation outcomes.
• Develop and deliver training materials, resources, and user education initiatives.
• Build strong relationships across the University and influence positive outcomes across diverse stakeholder groups.
• Coordinate go‑live and transition activities for new systems and solutions.
• Analyse adoption data, business feedback, and change outcomes to inform continuous improvement.
• Lead post‑implementation reviews and benefits realisation activities.
• Lead the implementation of the Customer Success Framework across IT Services.
• Provide expert advice on change management, customer engagement, and user adoption strategies.

About you

• Proven experience driving customer success and improving user adoption outcomes.
• Experience delivering change through structured change management practices.
• Strong stakeholder engagement and influencing capability.
• The ability to translate complex technical change into clear, user‑focused communication.
• Experience designing training, communications, and engagement programs.
• Strong analytical and problem‑solving skills with the ability to assess business readiness and adoption outcomes.
• A continuous improvement mindset and the confidence to lead through change.
• Excellent written communication skills and attention to detail.

About our University

The University of Newcastle stands as a global leader distinguished by a commitment to equity and excellence. Our vision is to be a world‑leading University for our regions and to create a better future for our communities, underpinned by values of excellence, equity, engagement and sustainability.

What we offer

• Remuneration ranging from AU$116,596 to AU$136,030 plus superannuation, commensurate with skills and experience.
• Excellent employment conditions in line with University of Newcastle professional staff conditions.
• Flexible working arrangements in line with the University’s Flexible Work Policy.
• 35‑hour week.
• 17% superannuation and salary packaging.
• Additional holiday days, generous personal leave, parental leave, annual leave loading, and additional purchased leave scheme.
• Discounts in private health insurance, gym memberships, software, travel and more.
• Wellbeing programs.

Our assessment process

Typically, candidates that progress beyond the shortlist stage will undertake the following minimum assessment activities:

• Interview, including an in‑person interview.
• Referee checks.
• Pre‑employment checks as appropriate to the role.

E‑Equality and inclusion

Our University is committed to creating a safe, respectful, and inclusive environment for every member of our community. We value the unique backgrounds, experiences, and perspectives each person brings to our community and strive to create a culture of belonging where everyone can thrive. We encourage applications from Aboriginal and Torres Strait Islander peoples, women, people with diverse gender identities and sexualities, people living with disability, and those from culturally and linguistically diverse backgrounds.

Closing date

Sunday 12 July 2026 @ 11:59pm AEST.

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