Customer Success Manager

Key Responsibilities

• Own the student journey from enrollment through graduation and placement, serving as primary point of contact
• Conduct structured onboarding calls/sessions for new cohorts
• Monitor student engagement and progress; proactively intervene when students show signs of disengagement or falling behind
• Manage a portfolio of active students across multiple concurrent cohorts, tracking completion milestones
• Coordinate with instructors/program staff to flag at-risk students early
• Support students through the job placement process resume review, interview prep coordination, employer introductions
• Track and report on retention, completion, and placement KPIs to leadership
• Handle escalations related to financing/payment questions (Fortify, Climb Credit) in coordination with the ops team
• Maintain accurate student records and communication logs in the CRM/tracking system
• Gather student feedback and identify opportunities to improve program experience

Requirements

• 2+ years in customer success, student success, account management, or a related client-facing role
• Excellent written and verbal English communication skills
• Experience in education, bootcamps, SaaS customer success, or lending/fintech servicing is a plus
• Empathetic but structured able to hold students accountable while being supportive
• Self-directed; comfortable working remotely with minimal daily supervision

Preferred

• Experience with cohort-based or subscription-style customer bases
• Familiarity with income-share agreements, tuition financing, or lending products
• Bilingual (English/Spanish) a plus depending on candidate pipeline