Student/Customer Success Manager 2 - 63222923851

In brief

**Overview** The client operates in the education and career development sector, focusing on helping students achieve meaningful professional and personal outcomes through structured programs, coaching, and ongoing support. They adopt a highly personalized approach to student success, where each Student Success Manager takes direct ownership of their students' experience, outcomes, retention, and continued relationship. The search locations for this role are South Africa and Eastern Europe, and working hours are US Business Hours, requiring flexibility. This Student/Customer Success Manager role is a high-ownership position that combines customer success, student coaching, retention, account management, collections, renewals, and sales. The manager will own a portfolio of approximately 30–40 students from the completion of the initial sales process through their entire customer journey. The primary objective is to ensure students achieve the outcomes they enrolled for, involving successful onboarding, goal establishment, progress monitoring, engagement maintenance, identification of at-risk students, and proactive issue resolution. The role also includes managing the commercial side of the relationship, such as handling renewals, payment follow-up, payment plans, past-due accounts, and selling backend or continuation programs. This position is explicitly not a ticket-based customer support role. **What you will do** * **Student Portfolio Management** * Own a portfolio of approximately 30–40 students from onboarding through program completion. * Serve as the primary point of contact throughout the student journey. * Build strong, trusted relationships with students. * Maintain a detailed understanding of each student's goals, progress, challenges, and next steps. * Create a high-touch experience that keeps students engaged and accountable. * Maintain consistent communication through calls, video meetings, and other communication channels. * **Onboarding & Goal Management** * Lead new students through the onboarding process. * Establish clear goals, expectations, milestones, and success plans. * Ensure students understand how to effectively use available resources and support. * Monitor progress against established goals. * Help students remain focused and accountable throughout the program. * Identify barriers preventing students from making progress and proactively address them. * **Retention & At-Risk Student Management** * Identify early indicators that a student is disengaging or becoming dissatisfied. * Proactively intervene before issues develop into cancellation or refund requests. * Conduct difficult conversations when students are struggling with engagement or progress. * Develop action plans designed to get at-risk students back on track. * Maintain consistent follow-up until concerns are resolved. * Take direct ownership of student retention across the assigned portfolio. * **Renewals & Continuation Sales** * Own renewal conversations with existing students. * Identify students who are appropriate candidates for additional or continuation programs. * Present backend offers based on the student's goals and progress. * Conduct consultative sales conversations without requiring a separate salesperson to close. * Handle questions and objections related to renewals and continuation offers. * Close appropriate upsell and renewal opportunities directly. * Balance commercial objectives with maintaining a trusted student relationship. * **Payments & Collections** * Manage the payment side of assigned student relationships. * Follow up on failed payments and outstanding balances. * Discuss past-due accounts directly and professionally with students. * Coordinate and manage payment plans when appropriate. * Maintain consistent follow-up on outstanding payment commitments. * Handle sensitive financial conversations confidently while protecting the customer relationship. * Ensure payment issues are addressed promptly rather than allowing balances to remain unresolved. * **Reviews, Testimonials & Referrals** * Identify highly satisfied and successful students. * Proactively request reviews and testimonials. * Capture student success stories that demonstrate program outcomes. * Generate referrals from students who have had strong experiences. * Help turn successful students into advocates for the organization. * Coordinate internally when particularly strong student outcomes should be highlighted. * **Customer Relationship Management** * Maintain accurate records of student interactions, progress, payments, risks, and commercial opportunities. * Document important conversations and agreed-upon next steps. * Ensure every student has a clear status and action plan. * Maintain disciplined follow-up across the entire portfolio. * Provide visibility into retention risks, renewals, payment issues, and student outcomes. **Requirements (from the original advert)** * 3–4 years of Customer Success experience with direct responsibility for renewals and upselling, rather than customer support or ticket resolution. * Proven experience working primarily with US-based clients. * Excellent spoken English with a neutral accent. This is a mandatory requirement, as the role involves representing the company on video calls and speaking directly with students and parents. * Strong sales skills with the ability to independently close renewals and additional service offerings, without relying on a separate sales team. * Practical experience managing billing, payment processing, failed payments, payment plans, and overdue payment discussions. * Previous experience in high-ticket coaching, education, EdTech, or premium membership programs is highly preferred. * A background in software engineering, career coaching, or technical education is a significant advantage, particularly for candidates with a degree or formal education in Computer Science or Programming. * Must be available to work during US student support hours. **Who should apply** The ideal candidate is commercially minded, comfortable discussing money, and genuinely accountable for both student outcomes and revenue retention. Candidates whose experience is primarily in customer support or ticket management, even if they held a Customer Success Manager title, are not a fit. Similarly, individuals whose key performance metrics focused on ticket volume, response times, or support SLAs rather than renewals, retention, or revenue growth should not apply. The role is also not suitable for candidates who are uncomfortable discussing pricing, requesting payments, or handling renewal and collection conversations with customers. **Deadline** Not specified **Reference** Original posting: https://recruitcrm.io/apply/17853581481130072484dNx?source=Jobspage&new=yes Source: somewhere

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At a glance

• At least 3 years of experience.

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