Brisbane, Australia

Joe Cooper

Customer success leader and builder. I sit between the technical and the human, turning complex software into outcomes people actually feel.

  • 14→70 NT NPS, lifted
  • 250+ Schools owned
  • 150+ Firms migrated to SaaS
  • 12+ Years in SaaS
Connect on LinkedIn Email me GitHub
01

About

I am a strategic customer success leader with more than twelve years driving adoption, reducing churn, and expanding recurring revenue for SaaS platforms. I build high-performing teams, design data-driven health-score and NPS programmes, and translate complex technical solutions into measurable business outcomes. What I care about most is empowering customers to reach their digital transformation goals.

There is a second thread to who I am. I build software in my own time, and it is a genuine part of me rather than a job requirement. My current project is KMate, an Australian kilometre-tracking and ATO-compliant logbook app that helps people record vehicle trips and keep records that satisfy Australian Taxation Office requirements. I work full-stack across Laravel, React with TypeScript, and React Native, on AWS infrastructure with PostgreSQL, and I run an Arch-based Linux setup as my daily driver.

I lead customer success by day and ship code by night, and I am just as comfortable running a coaching session as I am architecting a solution. Away from the screen you will find me cooking, riding my bike, playing video games, or rolling dice over a game of D&D. Warm and direct, in person and on the page.

02

Experience

  1. Senior State Manager, Customer Success NSW/QLD

    Mar 2026 - Present

    Compass Education Brisbane

    I hold strategic responsibility for every Compass school across New South Wales and Queensland, spanning the government, independent, and Catholic sectors. I lead and develop a state-based team of six junior and senior consultants, building it through a deliberate growth phase.

    • Drive state-wide NPS, retention, and renewal outcomes across the territory.
    • Own the relationships on flagship strategic accounts, co-leading Compass's most significant independent-sector engagement in the state.
    • Represent the voice of the customer into product and executive decision-making.
    • Built and run an AI-powered executive agent platform that systemises account intelligence, communications, and strategic planning across the role.

  2. Manager, Customer Success Independent Sector

    Nov 2024 - Mar 2026

    Compass Education Brisbane

    I owned the end-to-end success of more than 250 independent schools across Australia and acted as the primary point of contact for the QLD and NT markets. I led and mentored a team of 16 customer success specialists nationally, with clear career pathways, weekly coaching, and performance dashboards.

    • Stabilised high-churn-risk accounts through remediation plans that improved relationship health and reduced attrition.
    • Served as Solution Architect and Implementation Manager on high-value go-to-market deals, translating technical requirements into scalable configurations.
    • Designed and maintained the global NPS programme, standardising survey methodology and feeding insights back to product.
    • Led adoption of Zoho Desk and Zoho CRM across the CS organisation, building SOPs, training modules, and automations.

  3. Manager, Customer Success QLD & NT

    Jan 2020 - Nov 2024

    Compass Education Brisbane

    I owned the full customer lifecycle for every Compass school in QLD and NT, acting as the primary liaison between schools, product, and the regional consulting group, and mentoring a consulting team toward stronger productivity.

    • Served as the escalation point for high-complexity cases, partnering with product to resolve issues quickly.
    • Designed and ran onboarding, training, and adoption programmes that accelerated time-to-value for new schools.
    • Led retention and renewal initiatives with account managers, securing contract extensions and hitting joint revenue targets.
    • Migrated NPS surveys from email to in-app prompts, delivering richer sentiment data into product road-mapping.

  4. Customer Success & Enablement

    May 2014 - Dec 2019

    MYOB Melbourne & Brisbane

    I progressed through Support, Product Specialist, Consultant, Partner Manager, and CSM roles, a full progression through every customer-facing role in the business, and where the breadth of how I work took shape.

    • Drove SaaS migrations for more than 150 accounting firms, lifting recurring revenue and adoption.
    • Designed and delivered product-training webinars and in-person sessions that boosted feature uptake.
    • Managed high-severity escalations and consistently exceeded quota for acquisition, retention, and activity.

Customer success

  • Onboarding & enablement
  • NPS programme design
  • Health-score modelling
  • Escalation management
  • Renewals & retention

Leadership

  • Coaching & mentoring
  • Performance dashboards
  • Career-path planning
  • Change management
  • Public speaking

Tools & craft

  • Zoho Desk & CRM
  • Salesforce, HubSpot
  • Jira, Monday.com
  • Solutions architecture
  • Laravel, React, AWS

Visit my LinkedIn for the full picture.

Let’s talk

Hiring, collaborating, or just comparing notes on customer success and building things. I would be glad to hear from you.

Hello@jcooper.id.au LinkedIn GitHub