Job Description – Student Success Coach (SSC)
Department
Student Success
Location
Gurugram (Work From Office)
Employment Type
Full-Time
Shift Timings
Night Shift (US Process): 8:00 PM – 5:00 AM (IST)
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 solid 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, a

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