Role Overview

We are seeking a Lead Student Success Manager to oversee learner experience, engagement, and outcomes across professional and higher education programmes. This role combines strategic leadership with a deep focus on operational excellence and learner‑centred design. The position will lead a team of Success Managers to ensure every learner receives exceptional support from onboarding to completion, driving satisfaction, retention, and career‑focused outcomes. This full‑time remote role is based within the UK or South Africa.

Key Responsibilities

• Lead, coach, and develop a team of Student Success Managers to deliver outstanding learner experiences.
• Foster a culture of accountability, collaboration, and data‑driven improvement within the Student Success function.
• Serve as the escalation point for complex learner cases, ensuring empathy, professionalism, and alignment with process standards.
• Design and oversee end‑to‑end learner journeys that enhance engagement, progression, and satisfaction.
• Partner with cross‑functional teams in Product, Delivery, and Operations to ensure consistency across learner touchpoints.
• Develop and implement scalable frameworks, playbooks, and learner communication strategies.
• Monitor key metrics including learner satisfaction, retention, and completion, ensuring continuous improvement through data insights.
• Report on learner engagement trends and performance outcomes to senior leadership.
• Own a specialist area within the Student Success team such as systems optimisation, learner wellbeing, or resource development.
• Drive innovation in learner support systems, digital engagement, and process automation.

Requirements

• Significant experience in student success, learner engagement, or customer success within education or EdTech environments.
• Demonstrated leadership in managing, coaching, and developing high‑performing teams.
• Strong analytical and problem‑solving skills with proven experience interpreting learner data and sentiment insights.
• Excellent written and verbal communication skills and an ability to engage diverse learners with empathy and clarity.
• Track record of driving learner satisfaction, retention, and completion outcomes.
• Familiarity with CRM tools, community management platforms, and learning management systems.
• Experience collaborating across departments to design and optimise learner journeys.
• Deep understanding of the relationship between learner experience, outcomes, and operational effectiveness.

Desirable

• Experience with postgraduate or professional learner engagement.
• Background in service design, learner communities, or support automation.
• Coaching or wellbeing qualification.
• Understanding of digital skills development or emerging career pathways.

Benefits

• Collaborative, people‑centred performance culture.
• Opportunities to grow in a fast‑paced environment.
• Exposure to innovative education models and learner experience design.

Our Recruitment Process

The peopleworth Employer Group follows a fair, transparent, and multi‑stage recruitment process designed to ensure mutual fit.

• Application Submission: Submit the online form and answer brief questions.
• Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist.
• Video Interview Stage: Record short responses to 3–4 role‑specific questions.
• Live Interviews: Shortlisted candidates join first‑round interviews (and, where applicable, second or third rounds).
• Final Shortlist & Verification: Reference and background checks are completed.
• Offer & Contracting: Successful candidates receive formal offers and contract documents.
• Pre‑boarding & Onboarding: Once accepted, you complete a pre‑boarding process before officially joining the Employer Group.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Other
• Industries: IT Services and IT Consulting
• Location: Manchester, England, United Kingdom (remote within UK or South Africa)