Student Success Manager

Key Responsibilities

Strategy & Outcome Governance: Own metrics related to student retention, graduation rates, engagement scores (CSAT/NPS).

Team Leadership: Hire, mentor, and scale multidisciplinary teams of student success specialists, advisors, or operations associates.

Data-Driven Intervention: Utilize CRM, LMS, and analytics dashboards to spot at-risk student cohorts and deploy targeted retention frameworks.

Escalation Management: Resolve complex academic, operational, or student-care escalations with cross-functional partners like faculty and registrars.

Process Optimization: Build, refine, and scale Standard Operating Procedures (SOPs) to streamline onboarding, support ticketing, and program delivery.

Qualifications & Requirements

Experience: 5 to 8+ years in student success, customer success, academic advising, or program operations, with at least 23 years in a direct leadership capacity.

Skills: Strong data-analytics capabilities, familiarity with CRM/ticketing tools (e.g., Salesforce, HubSpot, Zendesk), and exceptional crisis-resolution skills.

Education: Bachelor’s degree in education, business, or a related field (Master’s or relevant leadership certifications preferred).

Competencies: High empathy, structured communication, and cross-functional stakeholder management.