Job Description

Purpose of the Role

The Student Success Manager ensures that students have a smooth academic journey from

enrollment to completion of their program. The role focuses on proactive engagement,

retention, and support through webinars, one-on-one sessions, coordination with other

departments, and feedback management at different checkpoints of the student journey

(theoretical, practicum, and examinations).

Key Responsibilities

1. Student Engagement & Support

? Conduct regular webinars and orientation sessions to address student concerns,

share program updates, and clarify academic or placement requirements.

? Schedule and manage one-on-one sessions with students who require

personalized guidance.

? Identify at-risk students early and provide the necessary support or escalation to

relevant departments.

2. Coordination & Student Journey Management

? Act as the primary point of contact for students regarding their theoretical,

practicum, and exam journeys.

? Facilitate bookings/meetings with other teams (Accounts, Placements, Student

Support, Academics, immigration partner) when required.

? Ensure seamless communication between students and internal departments to

resolve issues quickly.

3. Retention & Feedback Management

? Collect and analyze student feedback regularly through surveys, one-on-one

check-ins, or webinars.

? Share feedback with relevant teams (e.g., Academics, Placement, Accounts) to

improve processes.

? Implement student retention strategies by addressing challenges and ensuring

student satisfaction.

4. Academic Journey Checkpoints

? Monitor and track student progress at different stages:

? Theoretical Journey - ensure attendance, module completions, and exam

readiness.

? Practicum Journey - ensure placement prerequisites are met and smooth

onboarding with facilities.

? Examinations - guide students on eligibility, requirements, and ensure

readiness for NACC/other certification exams.

5. Reporting & Escalation

? Maintain accurate student success records (attendance issues, placement

concerns, payment-linked suspensions, etc.).

? Provide monthly reports on student satisfaction, feedback, and retention trends to

the Head of Operations.

? Escalate unresolved student concerns to the Head of Operations with documented

history and recommended actions.

Expectations from the Role

? Build trusting relationships with students by being approachable, empathetic, and

solution-oriented.

? Ensure proactive communication rather than reactive problem-solving.

? Contribute to student retention goals and help minimize dropouts or suspensions.

? Act as a bridge between students and the college for academic, placement, and

compliance needs.

? This framework keeps the Student Success Manager accountable for student

experience + retention + coordination across departments.

Job Type: Full-time

Pay: $17.20-$42.97 per hour

Expected hours: 80 per week

Work Location: In person