Student Success Manager

TripleTenEdTech

BrazilFull-TimeMiddle

SalaryUSD 800/month base salary

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Job Details

Native or fluent Portuguese.
English B2+ proficiency (preferred).
Strong communication, organization, and problem-solving skills.
Experience in customer success, student success, customer experience, account management, education, or a related field.
Ability to manage multiple students and cases simultaneously while maintaining a high level of service.
Comfortable working with KPIs, CRM systems, spreadsheets, and operational data.
Empathy, ownership, and ability to handle sensitive or challenging customer situations.

Manage and support Brazilian student cohorts throughout the full learning journey.
Monitor student engagement, academic progress, graduation indicators, and churn risks.
Proactively identify at-risk students and develop retention and recovery plans.
Conduct 1:1 student support and provide guidance regarding study plans, deadlines, pauses, cohort changes, and other academic matters.
Handle complex student cases, escalations, complaints, and retention situations with an empathetic and solution-oriented approach.
Collaborate with tutors, instructors, onboarding, retention, finance, support, and other internal teams to resolve student issues.
Coordinate cohort operations, including deadlines, communications, webinars, academic events, and student follow-ups.
Track and analyze Student Experience KPIs such as graduation, churn, active students, engagement, and retention.
Use CRM, ticketing, reporting, and internal systems to document cases, monitor student status, and support data-driven decisions.
Identify recurring student issues and propose improvements to processes, communication, and the overall student experience.

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