2500-3000 USD + Commissions (will be discussed during onboarding with the client)
Location
Remote (South Africa, Eastern Europe)
Type
Full Time
Deadline
15 Nov 2026
23 days left
Job Description
Our client operates within the education and career development space. The 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, combining customer success, student coaching, retention, account management, collections, renewals, and sales. US Business Hours (must be flexible).
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
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
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
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
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
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
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.
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
Candidates based in South Africa and Eastern Europe; resume must be submitted in English.
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