Description
We're looking for a Student Success Manager to own the end-to-end journey of a portfolio of cohorts, from the moment a student enrolls until they graduate. In our model, each cohort is treated as an account: you'll manage 6-7 cohorts at a time, an average of 150-200 students, and your job is to keep them progressing, engaged, and ultimately graduating.
This is not a support role reacting to tickets. It's a proactive, data-informed role: you'll monitor leading indicators of risk, intervene before students disengage, and run a consistent cadence of touchpoints across the entire program, not just in the first few weeks.
What you will do
- Manage the full lifecycle of 6-7 cohorts simultaneously, adapting your level of attention to each student's needs, independent students need to know you're available without frequent check-ins; at-risk students need proactive outreach.
- Review weekly risk signals (pace vs. cohort, engagement trend, assignment delays) and act before a student goes fully inactive, not after.
- Run a structured cadence of touchpoints at key program milestones (post-activation, 25%, 50%, final stretch), independent of whether a student is currently flagged as at-risk.
- Respond to at-risk students with the right level of urgency, from lightweight automated nudges to direct, personal outreach (including WhatsApp) when a student needs it.
- When a student is struggling, understand why (content difficulty, time constraints, personal circumstances, dissatisfaction) rather than only trying to re-engage them.
- Flag systemic issues (a content gap affecting multiple students, a technical blocker, a cohort trending unhealthy as a whole) to the right team.
- Step in when the automated onboarding flow doesn't work, a student not ready before cohort start, or a no-show on Day 1 (the single strongest predictor of early churn in cohort-based programs).
What Success Looks Like
- Your performance is measured on outcomes that reflect real student success, not short-term activity:
- Graduation Rate: the percentage of your students who complete the program
- Churn/Retention Rate: your ability to reduce attrition through proactive support
- Active Students at 50% of Program: students who reach the midpoint are significantly more likely to graduate
- Activation: a secondary, first-sprint signal of onboarding effectiveness
These indicators tie directly into our annual performance bonus program.
Requirements
- Experience in Customer Success, Student Success, or Account Management, ideally managing a portfolio of accounts rather than 1:1 relationships
- Comfort working with data to prioritize your day (you'll be reviewing risk scores and dashboards, not just your inbox)
- Strong written and verbal communication, with the judgment to know when a personal, direct conversation is needed vs. when an automated touchpoint is enough
- Experience with a CRM (we use HubSpot) for tracking tickets, tasks, and account health
- Comfort communicating via multiple channels, including direct messaging (WhatsApp) for time-sensitive situations
- A proactive mindset; you look for the signal before the student tells you something is wrong
- Advanced English
Nice to Have
- Experience in cohort-based education, bootcamps, or online learning
- Fluency in Portuguese
- Experience working with churn/risk-scoring models or health scores
What we can offer you
- Base salary: USD 800/month
- Fully remote work
- Annual performance bonus, tied to student outcomes (graduation, retention, and program progression), paid at year-end
- Paid time off and national holidays
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