Student Success Manager

Astria Learning; Colombia; On-site; COP 120,000,000 - 180,000,000; Full time

Job summary

Astria Learning is seeking an experienced Student Success Manager to lead eCampus operations across a portfolio of partner institutions and directly manage Student Support Supervisors and SSCs. This strategic, hands-on leadership role sits at the intersection of customer success, operations, and people management to improve enrollment, engagement, retention, tuition payment, and graduation outcomes.

You will design service standards, coach frontline teams, and build scalable playbooks for

Qualifications

• Bachelor's degree in Business Administration, Education, Project Management, or a related field.
• 4–6 years in program, academic, operational, or customer success management.
• 3+ years in customer service, support, or success with frontline leadership.
• Experience coaching customer-facing teams with measurable improvements.
• Managing distributed remote or cross-institutional teams.
• Familiarity with SLAs, CSAT, NPS, first response time, and resolution rate.
• Experience with collections, billing reminders, or accounts receivable-adjacent processes.
• Familiarity with LMS platforms (Moodle, Canvas), CRMs, ticketing tools (Zendesk, Freshdesk, HubSpot Service), and student data tools.
• Strong analytical skills and KPI/dashboard design.
• Excellent written and verbal communication; comfortable presenting to leadership.
• Solid project management skills and leading strategic initiatives.

Responsibilities

• Own the end-to-end student support experience across partner institutions.
• Define, document, and coach customer service standards for SSC team.
• Design and run structured touchpoint playbooks for reminders and graduation support.
• Monitor metrics and intervene when standards slip.

Skills

Customer success leadership

Operations management

People management

KPI & analytics

Cross-functional collaboration

Strategic planning

Communication

Education

Bachelor's degree in related field

Tools

Zendesk

Freshdesk

HubSpot Service

Job description

Astria Learning is an education-technology company dedicated to delivering high-quality virtual learning experiences through partnerships with colleges and universities across multiple countries. One of the biggest gaps in online learning is the absence of human contact — our Student Success Coordinators (SSCs) exist to close that gap, acting as the bridge between the student and the institution so that no student ever feels alone, unsupported, or left with an unanswered question. We are looking for an experienced Student Success Manager to be the leader, coach, and architect of that support model, leading eCampus operations across a portfolio of partner institutions and directly managing Student Support Supervisors and SSCs. This is a strategic and hands‑on leadership role at the intersection of customer success, operations, and people management — ideal for someone with a strong customer service and customer support background who thrives on building service systems, coaching frontline teams, and driving measurable student outcomes: enrollment, engagement, retention, on‑time tuition payment, and graduation.

What you'll do

Student support philosophy you'll champion

• Proactive, not reactive. SSCs reach out before problems become crises — a missing assignment triggers a message, an upcoming exam triggers a reminder, a missed class triggers a check‑in call.
• No student left alone. Every student has a named point of contact and always knows where to turn. No question goes unanswered; no message goes without a timely response.
• Accountability partnership. When a student's grades slip or attendance drops, the SSC steps in as an encouraging accountability partner — calling, motivating, and building a plan to get back on track.
• Full‑lifecycle support. From onboarding and academic readiness, through assignments, exams, and grades, to tuition payment reminders and graduation — the SSC walks the entire journey with the student.
• Financial continuity as student care. Timely, empathetic payment reminders and follow‑up protect the student's ability to stay enrolled and complete their program. Collections done well is a retention activity, not just a finance activity.
• Empathy with standards. Warm, human, culturally aware communication — backed by clear service‑level standards for response time, follow‑up, and resolution.

Student experience and customer service leadership

• Own the end‑to‑end student support experience across partner institutions, ensuring every student receives timely, proactive, high‑quality service throughout their learning journey.
• Define, document, and coach customer service standards for the SSC team: response‑time SLAs, communication quality, escalation handling, and first‑contact resolution.
• Design and run structured touchpoint playbooks — assignment reminders, exam notifications, attendance follow‑ups, grade‑improvement calls, payment reminders, and graduation support.
• Monitor service quality through metrics such as response time, resolution rate, contact coverage, and student satisfaction (CSAT/NPS), and intervene when standards slip.

Team leadership, coaching and development

• Directly manage, coach, and mentor Student Support Supervisors and Student Success Coordinators (SSCs), setting clear KPIs and fostering a culture of accountability, empathy, professional growth, and high performance.
• Run regular coaching sessions, call and message quality reviews, and service‑skills training rooted in customer service and customer support best practices.
• Build capability in proactive outreach, difficult conversations (academic performance, missed payments), and de‑escalation.

Retention and student outcomes

• Own key metrics across enrollment, engagement, retention, course completion, and graduation rates.
• Design early‑warning systems that flag at‑risk students (missed assignments, absences, falling grades, overdue payments) and proactive intervention plans to bring them back on track.

Tuition collections and payment continuity

• Own the tuition collection process at the student‑support level: ensure SSCs execute timely, empathetic payment reminders and structured follow‑up so that missed and late payments are minimized.
• Track collection rates, aging, and payment‑risk indicators; elevate and coordinate with Finance on persistent delinquency.
• Continuously improve the payment‑reminder workflow to protect both revenue and student continuity.

Institutional oversight and operations

• Oversee day‑to‑day eCampus operations across multiple partner universities, ensuring quality, consistency, and compliance in digital academic service delivery.
• Develop, document, and continuously improve SOPs for the SSC and eCampus teams, covering student onboarding, academic readiness, digital course delivery, and support workflows.

KPI monitoring and reporting

• Build and maintain performance dashboards spanning student success, service quality, retention, and collections; design proactive intervention plans when teams trend below targets.
• Produce clear, data‑driven operational reports covering progress, risks, and recommendations for senior leadership and institutional stakeholders.

Partner relations

• Cultivate strong, trust‑based relationships with university partners; resolve operational issues promptly and coordinate institutional requests.

Strategic alignment and budget

• Partner with Astria leadership to translate company‑wide priorities into actionable operational plans supporting long‑term growth.
• Support operational budget planning and management, identifying cost‑efficiency opportunities.

Cross‑functional collaboration

• Coordinate closely with Academics, Admissions, Finance, and IT to ensure a seamless, end‑to‑end student experience.

What we're looking for

• Bachelor's degree in Business Administration, Education, Project Management, or a related field.
• 4–6 years of experience in program, academic, operational, or customer success management.
• 3+ years of hands‑on experience in customer service, customer support, or customer success roles — ideally including frontline experience and progression into team leadership.
• Demonstrated experience coaching and developing customer‑facing support teams (e.g., support agents, advisors, success coordinators), with measurable improvements in service quality or customer/student satisfaction.
• Experience managing distributed, remote, or cross‑institutional teams.
• Experience with service quality metrics and frameworks: SLAs, CSAT, NPS, first response time, resolution rate.
• Experience owning or supporting collections, billing follow‑up, payment reminders, or accounts‑receivable‑adjacent processes in a customer‑facing context.
• Familiarity with LMS platforms (e.g., Moodle, Canvas), CRM systems, ticketing/helpdesk tools (e.g., Zendesk, Freshdesk, HubSpot Service), and student data tools.
• Strong analytical skills with hands‑on experience designing KPI frameworks and performance dashboards.
• Excellent written and verbal communication skills, with confidence presenting to senior leadership and external institutional partners.
• Solid project management skills with experience leading strategic initiatives across multiple stakeholder groups.

Nice to have

• Master's degree in Education, Business Administration, or a related discipline.
• Prior experience in an ed‑tech environment or with eCampus / online program management (OPM) models.
• Experience in student retention, student advising, enrollment management, or student success in a higher‑education setting.
• Familiarity with higher‑education compliance and accreditation standards.
• Experience building or scaling SOPs and service playbooks in a high‑growth, multi‑institution or multi‑country context.
• Experience working across African higher‑education markets or other emerging markets.