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
Requirements
* 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
Benefits
* Collaborative, people-centred performance culture
* Opportunities to grow in a fast-paced environment
* Exposure to innovative education models and learner experience design
Our Recruitment Process
The peopleworth Employer Group follows a fair, transparent, and multi-stage recruitment process designed to ensure mutual fit.
* Application Submission: Complete the online form and answer brief application questions.
* Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist.
* Video Interview Stage: You'll be invited to record short responses to 3-4 role-specific questions.
* Live Interviews: Shortlisted candidates join first-round interviews (and, where applicable, second or third rounds depending on the role).
* Final Shortlist & Verification: Reference and background checks are completed.
* Offer & Contracting: Successful candidates receive formal offers and contract documents.
* Pre-boarding & Onboarding: Once accepted, you'll complete a pre-boarding process before officially joining your employing organisation within the Employer Group.
Throughout every stage, we value clear communication, respectful engagement, and timely feedback.
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