Customer/Digital Success Lead – iMISMelbourne, Hybrid | Open to Sydney, Adelaide or BrisbanePermanent Full Time, package, depending on experience
About the Role
This is not a technical delivery role.
It is a relationship‐led, solution leadership position for someone who deeply understands how membership organisations and associations operate, and can hold a client and delivery team to that understanding throughout an implementation.
As Digital Success Lead, you will own the alignment between the client's investment objectives and the solution being delivered.
You will ensure the implementation exploits iMIS's native capability, drive operational change over customisation, and establish the foundation for the client's ongoing Digital Success program.
What You Will Be Doing
Facilitate executive discovery to capture leadership's goals for the investment and translate them into a Success Charter with measurable outcomes
Act as the arbiter of "product‐first": review requirements, designs and change requests against native product capability, challenge customisation and steer toward process change
Conduct proactive, unsolicited reviews of consultant deliverables and configuration for alignment with the Success Charter
Attend key design, build and status meetings as an active listener, and intervene when the team drifts toward customisation or scope that undermines adoption
Serve as the escalation and decision point when consultants or client stakeholders are uncertain whether an approach fits the product‐first philosophy
Report solution‐alignment status to the client executive sponsor and steering committee
At go‐live,



baseline adoption and value metrics and hand into Year 2 of Digital Success (value expansion and philosophy retention)
What You're Accountable For
The solution matches executive intent, not just documented requirements
Customisation is minimised, and every deviation from native capability is a deliberate, documented decision
The client is positioned to grow value from the system post go‐live
About You
8+ years in enterprise or membership‐system implementations, with deep functional command of iMIS
Previous experience working within an association, member‐based organisation or NFP is essential
Demonstrated ability to influence executives and push back on delivery teams, without owning day‐to‐day project management duties
Business‐process and change‐management fluency, comfortable measuring adoption and value realisation
A natural communicator who can engage and influence at a senior level
Robust problem‐solving skills with the ability to translate complex requirements into clear solutions
Self‐driven, proactive and comfortable working with a high degree of autonomy
Why This Role
Join a genuinely specialist consultancy with deep expertise in a sector you already know and care about
Work with a global team of straight‐talking specialists across Australia, the UK and Europe
Trusted by over 150 organisations worldwide across the associations, unions and NFP sector
Flexible hybrid working, Melbourne based with options considered in Sydney, Adelaide or Brisbane
A collaborative, values‐led business with a solid reputation and a growing Australian client base
If you have built your career in the associations or NFP sector, know iMIS inside out, and are ready to move from delivery into solution leadership, we would love to hear from you.
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📌 Customer Success Lead - Digital (Melbourne)
🏢 Cox Purtell
📍 Melbourne