Student Success Coach

upGrad International; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Drop facility for night shift

Job summary

UpGrad International is seeking a highly motivated Student Success Coach to manage and enhance the learner journey from post-admission through graduation for US‑based learners. You will drive learner engagement, monitor progress, and deliver proactive, high‑touch support to ensure satisfaction, retention, and successful completion of programs.

The role requires strong relationship management, collaboration with university partners, and experience with CRM platforms and LMS.

Qualifications

• Bachelor's degree is mandatory.
• 2–5 years of experience in Student Success, Customer Success, or Academic Counselling.
• Mandatory: US process or US-based learners/customers experience.
• Experience with CRM and LMS is a plus.

Responsibilities

• Own the complete learner lifecycle from post-admission through graduation.
• Onboard learners within defined SLAs for a smooth start.
• Maintain regular learner engagement with bi-weekly touchpoints.
• Monitor academic progress and provide timely guidance.
• Identify at-risk learners and implement retention strategies.
• Validate term registrations with university stakeholders.
• Execute proactive multi-channel communication to maintain engagement.
• Document all learner interactions in the CRM.
• Track term fee completion and coordinate with internal/university teams.
• Prepare and submit weekly learner health and risk reports.
• Collaborate with Admissions, Operations, Academics, Finance, and University partners.
• Act as the primary contact for learners and ensure timely resolution of concerns.

Skills

Relationship management

CRM proficiency

LMS proficiency

Multichannel communication

Problem-solving

Communication skills

Attention to detail

Education

Bachelor's degree

Master's degree (preferred)

Tools

CRM platforms

LMS (Learning Management Systems)

Job description

Job Description – Student Success Coach (SSC)

Department

Student Success

Location

Gurugram (Work From Office)

Employment Type

Full-Time

Shift Timings

Night Shift (US Process): 8:00 PM – 5:00 AM (IST)

Transportation

Transportation: Company-provided drop facility after the shift.

About the Role

We are looking for a highly motivated and learner-centric Student Success Coach (SSC) to manage and enhance the learner journey from post-admission through graduation. The ideal candidate will play a pivotal role in ensuring learner engagement, academic progression, retention, and overall satisfaction by delivering a proactive, high-touch support experience.

This role requires strong relationship management skills, a problem-solving mindset, and the ability to collaborate effectively with internal teams and university stakeholders. Since the role caters to learners in the US market, prior experience interacting with US-based customers or students is mandatory.

Key Responsibilities

• Own the complete learner lifecycle from post-admission handover through graduation.
• Conduct learner onboarding within defined SLAs to ensure a smooth start to the academic journey.
• Maintain regular learner engagement through scheduled bi-weekly touchpoints.
• Monitor academic progress and provide timely guidance to help learners achieve their educational goals.
• Identify at-risk learners proactively and execute retention strategies to improve persistence and completion.
• Validate term registrations and resolve registration-related issues in coordination with university stakeholders.
• Execute proactive multi-channel communication (calls, emails, WhatsApp, CRM tasks, etc.) to maintain high learner engagement.
• Ensure accurate and timely documentation of all learner interactions in the CRM.
• Track term fee completion and coordinate with internal and university teams for issue resolution.
• Prepare and submit weekly learner health and risk reports.
• Collaborate cross-functionally with Admissions, Operations, Academics, Finance, and University partners to deliver a seamless learner experience.
• Act as the primary point of contact for learners, ensuring timely resolution of concerns and maintaining high satisfaction levels.

Key Performance Indicators (KPIs)

• Welcome Completion: ≥70% with 100% proactive outreach
• First Response Time: Within defined SLA
• CRM Documentation Accuracy
• Quality Audit Scores
• Learner Satisfaction & Engagement Metrics
• Student Success or Customer Success Management
• Academic Counselling
• Relationship Management
• Stakeholder Management
• Learner Engagement & Retention
• Excellent Verbal and Written Communication
• CRM and Learning Management System (LMS) proficiency
• Strong Problem-Solving and Decision-Making Skills
• Ownership, Accountability, and Attention to Detail
• Ability to work in a fast-paced, learner-focused environment

Eligibility & Experience

Education

• Bachelor's degree is mandatory.
• Master's degree is preferred, but not mandatory for candidates with relevant experience.

Experience

• 2–5 years of experience in:
• Student Success
• Customer Success
• Academic Counselling
• EdTech
• Higher Education
• Mandatory: Prior experience handling the US process or interacting with US-based learners/customers.
• Experience working with CRM platforms and Learning Management Systems (LMS) will be an added advantage.

Why Join Us?

• Opportunity to directly impact learner success and graduation outcomes.
• Work with leading university partners in a fast-growing EdTech environment.
• Collaborative, learner-first culture with opportunities for growth and career development.
• Exposure to global learners and international education processes.
• Company-provided drop facility for night shift employees.