Student Success Navigator

Lindenwood University; Saint Charles (MO); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Employer-paid tuition benefits

Tuition discounts for doctoral studies

Comprehensive benefits package (health

Free lunch Fridays

Job summary

Lindenwood University is seeking a Student Success Navigator within Enrollment Management and Marketing to serve as the primary contact for a caseload of new undergraduate students. You will collaborate with academic advising, tutoring, and financial aid to ensure retention and successful onboarding.

The role emphasizes proactive outreach, timely communication, and coordinated referrals to University resources, with a focus on student persistence and tailored support across terms.

Qualifications

• Bachelor’s degree is required.
• Master’s degree is preferred.
• Experience in higher education advising, admission, student support, or enrollment management.
• Experience with CRM, LMS, or student success platforms.
• Ability to work with diverse student populations.

Responsibilities

• Serve as the assigned point of contact for a caseload of new undergraduate students through their first year.
• Initiate contact promptly by telephone and written communication to introduce the Navigator role.
• Guide students through the transition from enrollment to the first day of class, including financial aid and housing/billing steps.
• Maintain proactive, regular contact with students via phone, text, email, and meetings.
• Document all student contacts, alerts, referrals, and resolutions in the designated case-management system.

Skills

Ownership of outcomes

Clear communication

Multitasking

FERPA knowledge

Collaboration

Education

Bachelor’s degree

Master’s degree (preferred)

Tools

CRM

LMS

Student success platforms

Job description

Welcome to Career Opportunities at Lindenwood University. PLEASE READ: For all applications, please include your resume and cover letter. You may skip the “Quick Apply” page by simply clicking “Next” at the bottom of the page. When you arrive at the “Experience” page, you may upload all desired documents using the upload box labeled “Resume/CV.” This is the appropriate box to upload all documents.

Benefits of Being a Lindenwood Employee:

• Upon hire, employer-paid tuition benefits for bachelor’s(employee, spouse, and dependent) and master’s degree programs(employee and spouse only).
• Tuition discounts for doctoral programs (employee only).
• Comprehensive benefits plan: medical, dental, vision, lifeinsurance, disability insurance, and retirement options.
• Paid holidays: MLK Jr. day, Good Friday, Memorial Day,Juneteenth, Independence Day, Labor Day, Thanksgiving break(Wednesday – Friday), and winter break (Dec. 23 – Jan. 1).
• Free lunch Fridays: LU employees are eligible for a free mealon Fridays at the Evans Commons Dining Hall or Spellman DiningHall; Chick-fil-A and Qdoba included.
• Professional development opportunities through the Lindenwood Learning Academy .

JOB TITLE SUMMARY

Job Title: Student Success Navigator

Division: Enrollment Management and Marketing

Evaluation Group: Staff

FLSA Status: Exempt

Reports To: Vice President, Enrollment Management

Positions Supervised: N/A

Job Summary The Student Success Navigator is the assigned point of contact for a caseload of new undergraduate students. The Navigator stays in regular contact with each assigned student, meets with students in person/online, and acts promptly when a signal indicates that a student needs help. The Navigator’s job is advocacy supporting the student in all aspects via collaboration with appropriate staff and faculty. The position is measured on the retention and persistence of its caseload. The work suits a person who takes pride in ownership: every student on the caseload is theirs to manage collaboratively, every case is carried to completion, and every promise to a student is kept and confirmed.

Essential Job Functions and Performance Indicators

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution

• Serves as the assigned point of contact for a caseload of new undergraduate students, including first-time, transfer, readmit, and non-traditional students, through their second year
• Initiates contact with newly assigned students promptly by telephone, followed by written communication, to introduce the Student Success Navigator role and available resources
• Guides assigned students through the transition from enrollment commitment to the first day of class, including financial aid requirements, placement, orientation, housing or commuter status, billing, and system access
• Maintains proactive, regular contact with assigned students through telephone, text, email, and in-person or virtual meetings in accordance with established outreach standards
• Meets with assigned students early in each term and before registration to review student checklists, available resources, outstanding holds, and next-term registration needs
• Conducts summer outreach to assigned students between academic terms to confirm registration, account balances,
• housing arrangements, and academic plans
• Responds promptly to student success indicators, including faculty and staff alerts, survey responses, course activity, grades, missed payments, registration holds, and withdrawal requests, in accordance with established response standards
• Contacts students who initiate withdrawal requests before their requests are processed
• Completes assigned weekly outreach to address outstanding holds, account balances, and other barriers to registration
• Connects students with appropriate academic and student support resources, including academic advising, tutoring, the writing center, career services, counseling, accessibility services, and financial aid; assists with scheduling appointments and follows up to confirm connection
• Refers significant personal, medical, mental health, basic-needs, family, and behavioral concerns to the appropriate Student Affairs office in accordance with established referral procedures while maintaining responsibility for coordination and follow-up within the assigned caseload
• Documents all student contacts, alerts, referrals, and resolutions in the designated case-management system on the day they occur

Service Excellence

• Supports the mission of the University and serves as an ambassador of the Q2 culture of service excellence

• Models, supports, and holds others accountable to theUniversity’svalues
• Provides proactive, student-centered support by listening to student concerns, identifying barriers to persistence, and connecting students with appropriate University resources
• Promotes a positive student experience by providing timely follow-up, helping students navigate University processes, and ensuring concerns are directed to the appropriate offices for resolution
• Supports student retention and success by identifying emerging concerns, facilitating access to resources, and maintaining consistent engagement with assigned students

Communication, Teamwork, and Collaboration

• Communicates regularly with assigned students regarding University processes, available resources, outstanding requirements, registration needs, and steps to support continued enrollment
• Documents and communicates student concerns, outreach efforts, referrals, and outcomes through Designated case-management and reporting systems
• Collaborates with academic advising, Student Financial Services, student accounts, housing and dining, academic support services, Student Affairs, and other University offices to address student needs and facilitate timely resolution
• Coordinates with the appropriate Student Affairs offices on referred student concerns while maintaining communication and follow-up responsibilities for students within the assigned caseload
• Works collaboratively with the supervisor and Institutional Research to receive, maintain, and update caseload assignments and monitor student engagement and outcomes
• Follows established University outreach and referral protocols and consults with the supervisor regarding questions about role responsibilities, referral procedures, or appropriate service pathways
• Shares caseload activity, emerging student concerns, and outcomes with the supervisor to support coordinated outreach and continuous improvement in student support processes

Job may require other duties as assigned.

Required Qualifications

An equivalent combination of education, training, and experience will be considered. Additional requirements may be designated by position.

• Bachelor’s degree
• Demonstrated ownership of outcomes: a record of taking responsibility for a result, not a task, in a service, advising, or metrics-driven role
• Demonstrated success against individual and team goals
• Master’s degree (preferred)
• Experience in higher education advising, admission, student support, or enrollment management, or in a metrics-driven service or sales role (preferred)
• Experience with CRM, learning management, or student success platforms (preferred)
• Experience working with first-generation, Pell-eligible, non-traditional, transfer, athlete, or international students(preferred)

Knowledge, Skills, and Abilities

• Takes pride in ownership; treats each assigned student’s retention as a personal result and does not hand a case off until it is resolved
• Driven and self-directed; sets the day’s calls and follow-ups without being asked and finishes them
• Detail-oriented; keeps caseload records, deadlines, holds, and balances accurate and current, and notices the small signal before it becomes a withdrawal
• Excellent follow-through; every commitment to a student has a date, an action, and a confirmation back to the student
• Clear, timely communication with students, families, and colleagues, by phone first, in writing, and in person
• Exemplary student relations skills, demonstrated by an understanding of the value of positive interactions with students, families, and colleagues
• Ability to manage several equally urgent streams of work (alerts, calls, meetings, documentation) by blocking time for each
• Ability to hold difficult conversations about grades, balances, holds, and withdrawals
• Ability to notice warning signs of withdrawal and act before the student leaves
• Understanding of FERPA and of the limits of the role as written in the referral lanes
• Demonstrated ability to work effectively with individuals from diverse communities and cultures
• Ability to learn the University’s processes in financial aid, billing, housing, registration, and academic support to the level needed to walk a student through them
• Ability to use general office software, including Microsoft Office Suite

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job’s functions. Please click here to view Lindenwood University’s flexible work designation descriptions.

• Standard-Flex
• Considerable phone and computer time, utilizing a Virtual Private Network (VPN) and Customer Relationship Manager (CRM) system
• Designated, quiet, distraction-free workspace with reliable, high-speed internet and camera for video calls
• Ability to work some evening and weekend hours, including move-in and orientation

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work effectively at a computer for extended time daily
• Ability to sit/stand for extended periods of time
• Ability to lift/carry items commonly found in an office setting including, but not limited to, documents, laptops, keyboards, etc.
• Ability to use repetitive wrist, hand, and finger movements to type regularly
• Regular attendance is a necessary and essential function

For fully remote positions, candidates must reside in or be willing to relocate to one of the following states in which Lindenwood University is authorized to employ:

• Arizona
• Arkansas
• Florida
• Georgia
• Illinois
• Indiana
• Iowa
• Kansas
• Kentucky
• Louisiana
• Michigan
• Missouri
• Nebraska
• Tennessee
• Texas
• Utah
• Virginia

Equal Opportunity Employer

Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.