Lead Student Success Manager

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. 1. Application Submission: Complete the online form and answer brief application questions. 2. Initial Screening: Your application is reviewed for role alignment; successful candidates move to the longlist. 3. Video Interview Stage: You’ll be invited to record short responses to 3–4 role-specific questions. 4. Live Interviews: Shortlisted candidates join first-round interviews (and, where applicable, second or third rounds depending on the role). 5. Final Shortlist & Verification: Reference and background checks are completed. 6. Offer & Contracting: Successful candidates receive formal offers and contract documents. 7. 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.