Principal Accountabilities & Responsibilities
We are seeking a Senior Manager Student Success to lead student lifecycle management with a strong focus on retention, engagement, and experience excellence.
1. Re-Registration & Retention Management
- Drive semester-wise student re-registration targets
- Monitor drop-offs, deferrals, and attrition trends; implement corrective action plans.
- Design structured student communication journeys to improve progression rates.
- Develop predictive analytics models to identify at-risk students and enable early interventions.
2. Student Help Desk & Query Resolution
- Lead and optimize end-to-end student help desk operations.
- Establish SLAs for query resolution and track adherence.
- Ensure high-quality, consistent communication across email, phone, and digital platforms.
- Analyze recurring queries to identify systemic gaps and drive process improvements.
- Implement feedback loops with operations and academics for continuous enhancement.
3. Data Analytics & Continuous Improvement
- Develop dashboards and MIS reports covering retention, engagement, query trends, and student satisfaction.
- Use data insights to improve processes, communication, and service delivery.
- Drive automation initiatives to improve efficiency and reduce turnaround times.
4. Internal stakeholder Management: -
- You will need to work closely with full team comprising of academic, operations, finance and tech teams.
- Need to present analytics, productivity and improvement on students operations closely with senior leadership team.
Qualification and Personal Profile
- B.E./ B. Tech, MBA Preferred
- At least 8-12 years of experience in Customer Success, Business Operations, Key account management.
- Experience in higher education, SaaS and B2B driven product /solutions is preferable.
Other Skill and Ability Requirements
- Managing people: A team of counsellors and 2 managers will be reporting to this role
- Communication, presentation and negotiation skills are a must have.
