Lead Student Success Manager

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

• 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

• 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