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NxtWave Disruptive Technologies

Success Coach Manager - WFO

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  • Posted a month ago
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Job Description

Responsibilities:

  • Lead and manage a team of Success Coaches, ensuring they're well-prepared to guide their alloted students. Provide ongoing training, feedback, and resources for guiding students effectively.
  • Create specific plans to boost Success Coach effectiveness, focusing on engaging students, completing courses, reducing dropouts/churn, and ensuring they continue subscribing each month to increase student retention.
  • Regularly assess Success Coaches, provide guidance, implement feedback channels and monitor progress of success coaches.
  • Ensure to update team training manuals and playbooks regularly based on learners mindset and behavior.
  • Taking responsibility for the team outcomes, performance and efficiency, reach monthly team outcomes for student retention.
  • Make sure students consistently learn with the help of Success Coaches and stay on track with the course.
  • Handling escalations from time to time and improving customer experience.
  • Analyzing and sharing active feedback and trends about the learners behavior, pain points, challenges to product teams to improve customer experience.
  • Take ownership of the student's learning journey from onboarding to placement preparation.

Qualifications and Skills Required:

  • Strong communication skills in English (Verbal and Written)
  • 1-2 years of experience in Customer success or Customer support roles
  • Leadership skills with the ability to motivate and guide a team towards achieving collective goals.
  • Customer focus and adaptability to different personality types
  • Ability to multitask, set priorities and manage time effectively
  • Problem solving and growth mindset.
  • Must be strong in handling objections
  • Person who is very dedicated, works hard, and is very determined.
  • Work experience with ed-tech companies will be an added advantage.

Languages:

  • Excellent Proficiency in English
  • Native languageTamil

Skills Required

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Date Posted: 12/06/2025

Job ID: 118201171

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