Transportation: Company-provided drop facility after the shift.
About the Role
We are looking for a highly motivated and learner-centric Student Success Coach (SSC) to manage and enhance the learner journey from post-admission through graduation. The ideal candidate will play a pivotal role in ensuring learner engagement, academic progression, retention, and overall satisfaction by delivering a proactive, high-touch support experience.
This role requires strong relationship management skills, a problem-solving mindset, and the ability to collaborate effectively with internal teams and university stakeholders. Since the role caters to learners in the US market, prior experience interacting with US-based customers or students is mandatory.
Key Responsibilities
Own the complete learner lifecycle from post-admission handover through graduation.
Conduct learner onboarding within defined SLAs to ensure a smooth start to the academic journey.
Maintain regular learner engagement through scheduled bi-weekly touchpoints.
Monitor academic progress and provide timely guidance to help learners achieve their educational goals.
Identify at-risk learners proactively and execute retention strategies to improve persistence and completion.
Validate term registrations and resolve registration-related issues in coordination with university stakeholders.
Execute proactive multi-channel communication (calls, emails, WhatsApp, CRM tasks, etc.) to maintain high learner engagement.
Ensure accurate and timely documentation of all learner interactions in the CRM.
Track term fee completion and coordinate with internal and university teams for issue resolution.
Prepare and submit weekly learner health and risk reports.
Collaborate cross-functionally with Admissions, Operations, Academics, Finance, and University partners to deliver a seamless learner experience.
Act as the primary point of contact for learners, ensuring timely resolution of concerns and maintaining high satisfaction levels.
Key Performance Indicators (KPIs)
Contact Rate: ≥70%
Welcome Completion: ≥70% with 100% proactive outreach
First Response Time: Within defined SLA
Course Completion Rate: ≥85%
Term Retention Rate: ≥85%
Graduation Rate: ≥90%
CRM Documentation Accuracy
Quality Audit Scores
Learner Satisfaction & Engagement Metrics
Required Skills & Competencies
Student Success or Customer Success Management
Academic Counselling
Relationship Management
Stakeholder Management
Learner Engagement & Retention
Excellent Verbal and Written Communication
CRM and Learning Management System (LMS) proficiency
Strong Problem-Solving and Decision-Making Skills
Ownership, Accountability, and Attention to Detail
Ability to work in a quick-paced, learner-focused environment
Eligibility & Experience
Education
Bachelor's degree is mandatory.
Master's degree is preferred, but not mandatory for candidates with relevant experience.
Experience
2–5 years of experience in:
Student Success
Customer Success
Academic Counselling
EdTech
Higher Education
Mandatory: Prior experience handling the US process or interacting with US-based learners/customers.
Experience working with CRM platforms and Learning Management Systems (LMS) will be an added advantage.
Why Join Us?
Opportunity to directly impact learner success and graduation outcomes.
Work with leading university partners in a fast-growing EdTech environment.
Collaborative, learner-first culture with opportunities for growth and career development.
Exposure to global learners and international education processes.
Company-provided drop facility for night shift employees.
📌 Student Success Coach (Mumbai)
🏢 upGrad International
📍 Mumbai
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