Lead Student Success Manager

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At peopleworth, we support work where people and performance thrive. As part of our Employer Group, we work with a variety of forward-thinking partners and are excited to share this opportunity that sits within our growing group. 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 is a full-time, remote role based within UK or South Africa. Key Responsibilities <ul><li> Lead, coach, and develop a team of Student Success Managers to deliver outstanding learner experiences </li><li> Foster a culture of accountability, collaboration, and data-driven improvement within the Student Success function </li><li> Serve as the escalation point for complex learner cases, ensuring empathy, professionalism, and alignment with process standards </li><li> Design and oversee end-to-end learner journeys that enhance engagement, progression, and satisfaction </li><li> Partner with cross-functional teams in Product, Delivery, and Operations to ensure consistency across learner touchpoints </li><li> Develop and implement scalable frameworks, playbooks, and learner communication strategies </li><li> Monitor key metrics including learner satisfaction, retention, and completion, ensuring continuous improvement through data insights </li><li> Report on learner engagement trends and performance outcomes to senior leadership </li><li> Own a specialist area within the Student Success team such as systems optimisation, learner wellbeing, or resource development </li><li> Drive innovation in learner support systems, digital engagement, and process automation </li></ul>Requirements <ul><li> Significant experience in student success, learner engagement, or customer success within education or EdTech environments </li><li> Demonstrated leadership in managing, coaching, and developing high-performing teams </li><li> Strong analytical and problem-solving skills with proven experience interpreting learner data and sentiment insights </li><li> Excellent written and verbal communication skills and an ability to engage diverse learners with empathy and clarity </li><li> Track record of driving learner satisfaction, retention, and completion outcomes </li><li> Familiarity with CRM tools, community management platforms, and learning management systems </li><li> Experience collaborating across departments to design and optimise learner journeys </li><li> Deep understanding of the relationship between learner experience, outcomes, and operational effectiveness </li></ul>Desirable: <ul><li> Experience with postgraduate or professional learner engagement </li><li> Background in service design, learner communities, or support automation </li><li> Coaching or wellbeing qualification </li><li> Understanding of digital skills development or emerging career pathways </li></ul>Benefits <ul><li> Collaborative, people-centred performance culture </li><li> Opportunities to grow in a fast-paced environment </li><li> Exposure to innovative education models and learner experience design </li></ul>Our Recruitment Process The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit. <ul><li> Application Submission: Complete the online form and answer brief application questions. </li><li> Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist. </li><li> Video Interview Stage: You'll be invited to record short responses to 3-4 role-specific questions. </li><li> Live Interviews: Shortlisted candidates join first-round interviews (and, where applicable, second or third rounds depending on the role). </li><li> Final Shortlist & Verification: Reference and background checks are completed. </li><li> Offer & Contracting: Successful candidates receive formal offers and contract documents. </li><li> Pre-boarding & Onboarding: Once accepted, you'll complete a pre-boarding process before officially joining your employing organisation within the Employer Group. </li></ul>Throughout every stage, we value clear communication, respectful engagement, and timely feedback.

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