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 on persistent delinquency.
• Continuously improve the payment-reminder workflow to protect both revenue and student continuity.

Institutional oversight and operations:

• Oversee day-to-day eCampus operations across multiple partner universities, ensuring quality, consistency, and compliance in digital academic service delivery.
• Develop, document, and continuously improve SOPs for the SSC and eCampus teams, covering student onboarding, academic readiness, digital course delivery, and support workflows.

KPI monitoring and reporting:

• Build and maintain performance dashboards spanning student success, service quality, retention, and collections; design proactive intervention plans when teams trend below targets.
• Produce clear, data-driven operational reports covering progress, risks, and recommendations for senior leadership and institutional stakeholders.

Partner relations:

• Cultivate strong, trust-based relationships with university partners; resolve operational issues promptly and coordinate institutional requests.

Strategic alignment and budget:

• Partner with Astria leadership to translate company-wide priorities into actionable operational plans supporting long-term growth.
• Support operational budget planning and management, identifying cost-efficiency opportunities.

Cross-functional collaboration:

• Coordinate closely with Academics, Admissions, Finance, and IT to ensure a seamless, end-to-end student experience.

What we're looking for

• Bachelor's Degree in Business Administration, Education, Project Management, or a related field.
• 4–6 years of experience in program, academic, operational, or customer success management.
• 3+ years of hands-on experience in customer service, customer support, or customer success roles — ideally including frontline experience and progression into team leadership.
• Demonstrated experience coaching and developing customer-facing support teams (e.g., support agents, advisors, success coordinators), with measurable improvements in service quality or customer/student satisfaction.
• Experience managing distributed, remote, or cross-institutional teams.
• Experience with service quality metrics and frameworks: SLAs, CSAT, NPS, first response time, resolution rate.
• Experience owning or supporting collections, billing follow-up, payment reminders, or accounts-receivable-adjacent processes in a customer-facing context.
• Familiarity with LMS platforms (e.g., Moodle, Canvas), CRM systems, ticketing/helpdesk tools (e.g., Zendesk, Freshdesk, HubSpot Service), and student data tools.
• Strong analytical skills with hands-on experience designing KPI frameworks and performance dashboards.
• Excellent written and verbal communication skills, with confidence presenting to senior leadership and external institutional partners.
• Solid project management skills with experience leading strategic initiatives across multiple stakeholder groups.

Nice to have:

• Master's degree in Education, Business Administration, or a related discipline.
• Prior experience in an ed-tech environment or with eCampus / online program management (OPM) models.
• Experience in student retention, student advising, enrollment management, or student success in a higher-education setting.
• Familiarity with higher-education compliance and accreditation standards.
• Experience building or scaling SOPs and service playbooks in a high-growth, multi-institution or multi-country context.
• Experience working across African higher-education markets or other emerging markets.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:

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