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Lead Student Success Manager

Lead Student Success Manager

peopleworthWorkFromHome, Eastern Cape, South Africa
1 day ago
Job description

At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we work with a variety of forward-thinking partners and are excited to share this opportunity that sits within our growing group.

Role Overview

We are seeking a Lead Student Success Manager to oversee learner experience, engagement, and outcomes across professional and higher education programmes. This role combines strategic leadership with a deep focus on operational excellence and learner‑centred design. The position will lead a team of Success Managers to ensure every learner receives exceptional support from onboarding to completion, driving satisfaction, retention, and career‑focused outcomes.

This is a full‑time, remote role based within UK or South Africa.

Key Responsibilities

  • Lead, coach, and develop a team of Student Success Managers to deliver outstanding learner experiences
  • Foster a culture of accountability, collaboration, and data‑driven improvement within the Student Success function
  • Serve as the escalation point for complex learner cases, ensuring empathy, professionalism, and alignment with process standards
  • Design and oversee end‑to‑end learner journeys that enhance engagement, progression, and satisfaction
  • Partner with cross‑functional teams in Product, Delivery, and Operations to ensure consistency across learner touchpoints
  • Develop and implement scalable frameworks, playbooks, and learner communication strategies
  • Monitor key metrics including learner satisfaction, retention, and completion, ensuring continuous improvement through data insights
  • Report on learner engagement trends and performance outcomes to senior leadership
  • Own a specialist area within the Student Success team such as systems optimisation, learner wellbeing, or resource development
  • Drive innovation in learner support systems, digital engagement, and process automation

Requirements

  • Significant experience in student success, learner engagement, or customer success within education or EdTech environments
  • Demonstrated leadership in managing, coaching, and developing high‑performing teams
  • Strong analytical and problem‑solving skills with proven experience interpreting learner data and sentiment insights
  • Excellent written and verbal communication skills and an ability to engage diverse learners with empathy and clarity
  • Track record of driving learner satisfaction, retention, and completion outcomes
  • Familiarity with CRM tools, community management platforms, and learning management systems
  • Experience collaborating across departments to design and optimise learner journeys
  • Deep understanding of the relationship between learner experience, outcomes, and operational effectiveness

    • Desirable :

  • Experience with postgraduate or professional learner engagement
  • Background in service design, learner communities, or support automation
  • Coaching or wellbeing qualification
  • Understanding of digital skills development or emerging career pathways

    • Benefits

  • Collaborative, people‑centred performance culture
  • Opportunities to grow in a fast‑paced environment
  • Exposure to innovative education models and learner experience design

    • Our Recruitment Process

    The peopleworth Employer Group follows a fair, transparent, and multi‑stage recruitment process designed to ensure mutual fit.

  • Application Submission : Complete the online form and answer brief application questions.
  • Initial Screening : Your application is reviewed for role alignment; successful candidates move to the longlist.
  • Video Interview Stage : You’ll be invited to record short responses to 3–4 role‑specific questions.
  • Live Interviews : Shortlisted candidates join first‑round interviews (and, where applicable, second or third rounds depending on the role).
  • Final Shortlist & Verification : Reference and background checks are completed.
  • Offer & Contracting : Successful candidates receive formal offers and contract documents.
  • Pre‑boarding & Onboarding : Once accepted, you’ll complete a pre‑boarding process before officially joining your employing organisation within the Employer Group.

    • Throughout every stage, we value clear communication, respectful engagement, and timely feedback.

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    Manager • WorkFromHome, Eastern Cape, South Africa