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.
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 fast-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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