Student Success Manager – Lead Student Support Operations

About the role

Astria Learning is an education‑technology company delivering virtual learning experiences across multiple countries. The Student Success Manager leads eCampus operations for partner institutions, overseeing Student Support Supervisors and Coordinators. This cross‑functional role blends customer success, operations, and people management to drive enrollment, engagement, retention, tuition payment and graduation outcomes.

Key responsibilities

• Own the end‑to‑end student support experience, ensuring proactive, high‑quality service throughout the learning journey.
• Lead, coach and mentor Student Support Supervisors and Coordinators, setting clear KPIs and fostering a culture of empathy and accountability.
• Design and run structured touch‑point playbooks (assignment reminders, exam notifications, payment reminders, graduation support).
• Develop and monitor service‑quality metrics such as response‑time SLAs, CSAT/NPS, resolution rate and contact coverage.
• Manage tuition collection at the support level, implementing empathetic reminder workflows and tracking collection rates.
• Oversee day‑to‑day eCampus operations, continuously improving SOPs for onboarding, academic readiness and digital course delivery.
• Build performance dashboards and produce data‑driven reports for senior leadership and institutional partners.
• Maintain strong relationships with university partners and coordinate with Academics, Admissions, Finance and IT.

Required profile

• Bachelor’s degree in Business Administration, Education, Project Management or related field; Master’s degree preferred.
• 4–6 years of experience in program, academic, operational or customer success management.
• 3+ years of hands‑on customer service or support experience with progression into team leadership.
• Proven experience coaching and developing customer‑facing support teams and managing distributed or remote teams.
• Familiarity with service‑quality frameworks (SLAs, CSAT, NPS) and experience owning collections or payment‑reminder processes.

Required skills

• Experience with LMS platforms such as Moodle and Canvas.
• Proficiency in CRM and ticketing/help‑desk tools (Zendesk, Freshdesk, HubSpot Service).
• Strong analytical ability to design KPI frameworks and performance dashboards.
• Excellent written and verbal communication for presenting to senior leadership and partners.
• Solid project‑management skills for leading cross‑functional initiatives.