Senior Student Success Associate

Role Overview

BigNxt is looking for an experienced Senior Student Success Associate to join our Global Team and manage end-to-end delivery of executive education programs. This role focuses on ensuring an excellent learner experience across international programs by driving engagement, satisfaction, communication quality, and operational excellence.

Key Responsibilities and KRAs

Program Management

Manage multiple executive education programs from onboarding to completion

Support ownership of the complete learner journey across programs

Ensure smooth program delivery in coordination with academic, operations, and faculty teams

Learner Experience and Engagement

Drive high CSAT and NPS scores across programs

Act as a primary point of contact for learner communication

Track learner sentiment and proactively address concerns

Execute engagement initiatives to improve participation and retention

Communication and Query Resolution

Handle learner queries through ticketing systems, email, and live communication

Ensure timely, accurate, and professional responses

Maintain documentation and escalation processes

Faculty and Session Management

Support faculty onboarding and coordination

Moderate live sessions when required

Ensure session quality, recordings, and delivery standards are met

Perform session and content QC to maintain global standards

Projects and Process Improvement

Contribute to internal projects related to learner success and program improvement

Identify gaps in learner experience and suggest scalable solutions

Work closely with cross-functional teams on process optimization

Required Skills and Experience

3 to 6 years of experience in Student Success, Program Management, or Learner Experience roles

Prior experience in EdTech or executive education is mandatory

Exposure to international learners or global programs is preferred

Strong communication skills with a professional and empathetic approach

Experience working with CSAT, NPS, and learner engagement metrics

Comfortable working independently in a remote setup

Excellent organizational and multitasking abilities

What We Offer

Opportunity to work with global executive education programs

High ownership role with learning and growth opportunities

Fully remote work environment

Fast-paced, learning-driven culture