Customer Success Manager

Key Responsibilities Own the student journey from enrollment through graduation and placement, serving as primary point of contact Conduct structured onboarding calls/sessions for new cohorts Monitor student engagement and progress; proactively intervene when students show signs of disengagement or falling behind Manage a portfolio of active students across multiple concurrent cohorts, tracking completion milestones Coordinate with instructors/program staff to flag at-risk students early Support students through the job placement process resume review, interview prep coordination, employer introductions Track and report on retention, completion, and placement KPIs to leadership Handle escalations related to financing/payment questions (Fortify, Climb Credit) in coordination with the ops team Maintain accurate student records and communication logs in the CRM/tracking system Gather student feedback and identify opportunities to improve program experience Requirements 2 years in customer success, student success, account management, or a related client-facing role Excellent written and verbal English communication skills Experience in education, bootcamps, SaaS customer success, or lending/fintech servicing is a plus Empathetic but structured able to hold students accountable while being supportive Self-directed; comfortable working remotely with minimal daily supervision Preferred Experience with cohort-based or subscription-style customer bases Familiarity with income-share agreements, tuition financing, or lending products Bilingual (English/Spanish) a plus depending on candidate pipeline