LOOKING FOR STELLAR TOP CANDIDATES

Position: Student/Customer Success Manager
Working Hours: US Business Hours (must be flexible)
Search Location: South Africa│Eastern Europe│
Salary: 2500-3000 USD
: Commissions (will be discussed during onboarding with the client)
: The Final Salary Offer depends on the client’s decision, interview results, and experience

About the Client:

Our client operates within the education and career development space, helping students achieve meaningful professional and personal outcomes through structured programs, coaching, and ongoing support.

The company takes a highly personalized approach to student success. Rather than treating customer success as a traditional support function, each Student Success Manager takes direct ownership of their students' experience, outcomes, retention, and continued relationship with the organization.

About the Role:

The Customer Success / Student Success Manager will own a portfolio of approximately 30–40 students from the point they complete the initial sales process through the remainder of their customer journey.

This is a high-ownership role combining customer success, student coaching, retention, account management, collections, renewals, and sales.

The primary objective is to ensure students achieve the outcomes they enrolled for. This includes onboarding students successfully, establishing goals, monitoring progress, maintaining engagement, identifying at-risk students, and proactively addressing issues before they lead to cancellations or refund requests.

Because the strongest relationship and trust sits with the Student Success Manager, this individual will also own the commercial side of the relationship. They will handle renewals, payment follow-up, payment plans, past-due accounts, and the sale of backend or continuation programs when students are ready for their next step.

This is not a ticket-based customer support role. The ideal candidate is commercially minded, comfortable discussing money, and genuinely accountable for both student outcomes and revenue retention.

Role Responsibilities:

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:

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

Not a Fit:

Candidates whose experience is primarily in customer support or ticket management, even if they held a Customer Success Manager title.
Individuals whose key performance metrics focused on ticket volume, response times, or support SLAs rather than renewals, retention, or revenue growth.
Candidates who are uncomfortable discussing pricing, requesting payments, or handling renewal and collection conversations with customers.

NOTE: We prioritize the processing of one application at a time. If you have applied for multiple job openings within our organization, we kindly request that you direct any update inquiries to the team responsible for handling your initial application.

PLEASE NOTE:

→ We are looking for candidates based in South Africa, and Eastern Europe
→ Please note that we process only one active application at a time—if you’ve applied for multiple roles, kindly direct any updates to the team handling your first application.
→ To start processing, submit your resume in English.
→ The final offer will be at the client’s discretion and will depend on your interview performance, skills, and experience.

Student/Customer Success Manager 2 - 63222923851