Student Success Manager

Summary

• We are looking for an experienced Student Success Manager to be the leader, coach, and architect of that support model, leading eCampus operations across a portfolio of partner institutions and directly managing Student Support Supervisors and SSCs.
• This is a strategic and hands-on leadership role at the intersection of customer success, operations, and people management — ideal for someone with a strong customer service and customer support background who thrives on building service systems, coaching frontline teams, and driving measurable student outcomes: enrollment, engagement, retention, on-time tuition payment, and graduation.

What you'll do

Student support philosophy you'll champion:

• Proactive, not reactive. SSCs reach out before problems become crises — a missing assignment triggers a message, an upcoming exam triggers a reminder, a missed class triggers a check-in call.
• No student left alone. Every student has a named point of contact and always knows where to turn. No question goes unanswered; no message goes without a timely response.
• Accountability partnership. When a student's grades slip or attendance drops, the SSC steps in as an encouraging accountability partner — calling, motivating, and building a plan to get back on track.
• Full-lifecycle support. From onboarding and academic readiness, through assignments, exams, and grades, to tuition payment reminders and graduation — the SSC walks the entire journey with the student.
• Financial continuity as student care. Timely, empathetic payment reminders and follow-up protect the student's ability to stay enrolled and complete their program.Collections done well is a retention activity, not just a finance activity.
• Empathy with standards. Warm, human, culturally aware communication — backed by clear service-level standards for response time, follow-up, and resolution.

Student experience and customer service leadership:

• Own the end-to-end student support experience across partner institutions, ensuring every student receives timely, proactive, high-quality service throughout their learning journey.
• Define, document, and coach customer service standards for the SSC team: response-time SLAs, communication quality, escalation handling, and first-contact resolution.
• Design and run structured touchpoint playbooks — assignment reminders, exam notifications, attendance follow-ups, grade-improvement calls, payment reminders, and graduation support.
• Monitor service quality through metrics such as response time, resolution rate, contact coverage, and student satisfaction (CSAT/NPS), and intervene when standards slip.

Team leadership, coaching and development:

• Directly manage, coach, and mentor Student Support Supervisors and Student Success Coordinators (SSCs), setting clear KPIs and fostering a culture of accountability, empathy, professional growth, and high performance.
• Run regular coaching sessions, call and message quality reviews, and service-skills training rooted in customer service and customer support best practices.
• Build capability in proactive outreach, difficult conversations (academic performance, missed payments), and de-escalation.

Retention and student outcomes:

• Own key metrics across enrollment, engagement, retention, course completion, and graduation rates.
• Design early-warning systems that flag at-risk students (missed assignments, absences, falling grades, overdue payments) and proactive intervention plans to bring them back on track.

Tuition collections and payment continuity:

• Own the tuition collection process at the student-support level: ensure SSCs execute timely, empathetic payment reminders and structured follow-up so that missed and late payments are minimized.
• Track collection rates, aging, and payment-risk indicators; escalate and coordinate with Finance