Customer Success Lead

• Opportunity to shape and lead customer success practices
• Gain exposure to enterprise-wide digital transformation initiatives
• Work with a broad range of stakeholders and technologies

Be Challenged and Imagine with us

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

This is an opportunity for a strategic and people-focused professional to lead enterprise-wide change and adoption initiatives, shape customer success practices, and influence how technology transformation is delivered across a complex and dynamic environment.

You’ll work closely with stakeholders across the University, guiding change readiness, communications, training and engagement activities that help teams transition confidently to new systems and ways of working.

In this role you will: 

• Lead the development and implementation of the Customer Success Framework across IT Services
• 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
• Coordinate go-live and transition activities for new systems and solutions
• Develop and deliver training materials, resources and user education initiatives
• Analyse adoption data, business feedback and change outcomes to inform continuous improvement
• Lead post-implementation reviews and benefits realisation activities
• Provide expert advice on change management, customer engagement and user adoption strategies
• Build strong relationships across the University and influence positive outcomes across diverse stakeholder groups

This HEW 8 position is a full-time continuing role and is based at Callaghan.

About you

We’re seeking a collaborative and adaptable professional who combines strong communication and stakeholder engagement skills with experience leading change and adoption initiatives in complex environments.

You’ll bring:

• Experience leading customer success, change management or user adoption initiatives
• 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

If you’re passionate about helping people successfully navigate change and get the most from technology, we’d love to hear from you.

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 creating a better future for our regions and the globe. Underpinned by this vision and our values of excellence, equity, engagement and sustainability, the University of Newcastle’s Looking Ahead Strategic Plan 2025-2030 outlines the University’s commitment to delivering an exceptional student experience and serving our communities. 

For more information click here – Our University. 

What we offer

In addition to working for a university that is breaking boundaries, discovering new ways of thinking and cementing a place as a global leader, we offer a range of benefits to our employees to ensure you balance your commitments, stay healthy and work effectively. 

These include: 

• Remuneration for this position ranges from $116596 - $136030 + superannuation and is 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% super and salary packaging
• Additional University Holiday days, generous personal leave and parental leave, annual leave loading and additional purchased leave scheme
• Discounts in private health insurance, gym memberships, software, travel and more
• Wellbeing programs

Your next steps 

Please visit here for a guide on how to apply for a role. 

If viewing this on a job board other than the University's please click ‘Apply’ to reach the University's website, where a copy of the Position Description can be accessed. Please download a copy before commencing your application. 

Your application must include: 

• Your resume
• A cover letter outlining your motivation to apply for this opportunity
•  A statement addressing the Essential Criteria listed in the job description demonstrating your qualifications and experience with examples.

To ensure that your application receives full consideration, it's important to structure and address the selection criteria outlined in the application process. This helps us better understand your experience and suitability for the role. We appreciate your attention to this matter and look forward to reviewing your application.

Please upload your Cover Letter and response to the requested Criteria as one PDF document.

Your Cover Letter and Response to the Essential Criteria should not exceed 4 pages (approximately 2,000 words).

Applications for this position will only be accepted from those with Australian residency or a valid work permit. We are unable to offer visa sponsorship for this role. 

For specific position enquiries, please contact Daniel Odd, Senior Service Manager, Delivery via email Daniel.Odd@newcastle.edu.au

 Having Difficulties? Please reach out to us: employment@newcastle.edu.au

Closing date: Thursday 28th May 2026

Our assessment process

Typically, candidates that progress beyond the shortlist stage can expect to undertake the following (minimum) assessment activities as part of the recruitment process:

• Interview (an ‘in person’ interview will be conducted as part of the process)
• Referee checks
• Pre-employment checks as appropriate to the role

Our University is committed to creating a safe, respectful, and inclusive environment for every member of our community. This commitment is central to our values and our efforts to build a diverse workforce where everyone can thrive.

As part of this, and in alignment with the National Higher Education Code to Prevent and Respond to Gender-Based Violence 2025, from 1 January 2026, the University will also consider gender-based violence risk factors as part of our recruitment processes.

The completion and return of the University’s Gender-based Violence Declaration Form will form part of the pre-employment checks for this position and any offer of employment will be conditional upon review by the University.

Our adherence to the Code is about more than compliance—it’s about living our values. Together, we can ensure our University remains a place where respect, safety, and inclusion are non-negotiable.

The University of Newcastle acknowledges the traditional custodians of the lands within our footprint areas. We extend that respect to the homelands of our students and staff. We also pay respect to the wisdom of our Elders past and present. We are fully committed to building on our strengths in Indigenous higher education and providing a supportive space for our Indigenous students, staff and communities.

The University of Newcastle is committed to equity, diversity and inclusion. 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.

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