Customer/Digital Success Lead – iMIS
Melbourne, Hybrid | Open to Sydney, Adelaide or Brisbane
Permanent Full Time, package, depending on experience

A specialist technology consultancy working exclusively with membership organisations, associations and unions is looking for an experienced Digital Success Lead to join their growing Australian team. With a client base of 150+ organisations across Australia and globally, and partnerships with leading platforms including iMIS, Salesforce and Fonteva, this is a business that helps membership organisations reduce digital transformation risk, align technology with strategy and make their systems work in practice.

This is a rare opportunity for an experienced NFP or associations professional with deep iMIS expertise to move into a solution leadership role, owning the alignment between a client's investment objectives and the system being delivered.

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
• Strong 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 strong 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.