We're looking for a Student Success Manager to own the end-to-end journey of a portfolio of cohorts, from the moment a student enrolls until they graduate. In our model, each cohort is treated as an account: you'll manage 6-7 cohorts at a time, an average of 150-200 students, and your job is to keep them progressing, engaged, and ultimately graduating.
This is not a support role reacting to tickets. It's a proactive, data-informed role: you'll monitor leading indicators of risk, intervene before students disengage, and run a consistent cadence of touchpoints across the entire program, not just in the first few weeks.
What you will do
Manage the full lifecycle of 6-7 cohorts simultaneously, adapting your level of attention to each student's needs, independent students need to know you're available without frequent check-ins; at-risk students need proactive outreach.
Review weekly risk signals (pace vs. cohort, engagement trend, assignment delays) and act before a student goes fully inactive, not after.
Run a structured cadence of touchpoints at key program milestones (post-activation, 25%, 50%, final stretch), independent of whether a student is currently flagged as at-risk.
Respond to at-risk students with the right level of urgency, from lightweight automated nudges to direct, personal outreach (including WhatsApp) when a student needs it.
When a student is struggling, understand why (content difficulty, time constraints, personal circumstances, dissatisfaction) rather than only trying to re-engage them.
Flag systemic issues (a content gap affecting multiple students, a technical blocker, a cohort trending unhealthy as a whole) to the right team.
Step in when the automated onboarding flow doesn't work, a student not ready before cohort start, or a no-show on Day 1 (the single strongest predictor of early churn in cohort-based programs).
What Success Looks Like
Your performance is measured on outcomes that reflect real student success, not short-term activity:
Graduation Rate: the percentage of your students who complete the program
Churn/Retention Rate: your ability to reduce attrition through proactive support
Active Students at 50% of Program: students who reach the midpoint are significantly more likely to graduate
Activation: a secondary, first-sprint signal of onboarding effectiveness
These indicators tie directly into our annual performance bonus program.
Requirements
Experience in Customer Success, Student Success, or Account Management, ideally managing a portfolio of accounts rather than 1:1 relationships
Comfort working with data to prioritize your day (you'll be reviewing risk scores and dashboards, not just your inbox)
Strong written and verbal communication, with the judgment to know when a personal, direct conversation is needed vs. when an automated touchpoint is enough
Experience with a CRM (we use HubSpot) for tracking tickets, tasks, and account health
Comfort communicating via multiple channels, including direct messaging (WhatsApp) for time-sensitive situations
A proactive mindset; you look for the signal before the student tells you something is wrong
Advanced English
Nice to Have
Experience in cohort-based education, bootcamps, or online learning
Fluency in Portuguese
Experience working with churn/risk-scoring models or health scores
What we can offer you
Base salary: USD 800/month
Fully remote work
Annual performance bonus, tied to student outcomes (graduation, retention, and program progression), paid at year-end
Paid time off and national holidays