Student/Customer Success Manager 1 - 63222246404

somewhere; Deutschland; Remote; EUR 24.000 - 29.000; Vollzeit

Zusammenfassung

somewhere is seeking a Student Success Manager to own a portfolio of approximately 30-40 students from onboarding through program completion. This high‑ownership role blends customer success, student coaching, retention, account management, collections, renewals, and sales, with the primary objective of ensuring students achieve their enrolled outcomes while maintaining revenue.

The ideal candidate will manage renewals and payment follow‑ups, conduct proactive outreach to at‑risk students, and

Qualifikationen

• 3–4 years of Customer Success experience with renewals and upselling responsibility.
• Excellent spoken English with a neutral accent and strong communication skills.
• Comfort discussing pricing and handling renewal conversations with customers.

Aufgaben

• Own a portfolio of ~30–40 students from onboarding through program completion.
• Serve as the primary point of contact throughout the student journey and build trusted relationships.
• Maintain a detailed understanding of each student's goals, progress, challenges, and next steps.
• Lead onboarding, set goals I milestones, and monitor progress toward success plans.
• Identify at‑risk students and proactively address issues to prevent cancellations or refunds.
• Manage renewals, payment follow‑ups, payment plans, and backend program sales when appropriate.

Kenntnisse

Customer Success

Renewals

Sales

Account Management

English Communication

Jobbeschreibung

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.