Student Success Team Lead

About the role

We are seeking a Student Success Team Lead to guide a team of success coaches and improve student outcomes through effective coaching and data-driven strategies. Reporting to the Success Manager, the Team Lead will focus on developing their team, ensuring they build meaningful relationships with students while meeting key performance goals like retention and engagement.

Responsibilities

• Ensure coaches are building strong, meaningful relationships with their students
• Lead weekly team meetings and pipeline sessions to identify retention strategies and focus areas
• Use data and KPIs like retention, attendance, and student NPS to track performance and ensure your team meets goals
• Support coaches in addressing challenges and improving outcomes
• Monitor and support your team’s daily activities, including calls, emails, and texts, to ensure effective and timely student engagement
• Conduct call monitoring to provide feedback and help coaches improve their outreach and coaching skills
• Manage a small caseload of students to stay connected with the coaching experience and provide direct support
• Partner with leadership and other stakeholders to align on updates, initiatives, and organizational priorities
• Act as a resource for your team, stepping in to manage escalated student concerns when needed
• Use data insights to identify areas for growth, implement new initiatives, and continuously improve the student success program
• Apply your teaching or instructional experience to coach your team effectively, modeling clear communication, accountability, and student-centered practices

Requirements

• 4+ years of experience in customer service, education, student support, or coaching/mentoring programs (experience as a teacher, particularly at the high school level, is a plus)
• 3+ years of leadership experience, with a proven ability to manage and develop teams
• Strong communication and interpersonal skills to build relationships with both students and staff
• A data-driven mindset with experience using metrics to track performance and guide decisions
• A passion for coaching, mentoring, and helping others succeed

Qualifications

• Nice to have: Prior teaching experience or experience in the education sector or a mission-driven organization

Skills

• Data analysis and interpretation
• Effective communication and relationship-building
• Team management and development
• Problem-solving and decision-making
• Customer service and support

Benefits

• Compensation package that includes a base salary ($72,000 - $82,000) + equity grant
• Medical, dental, and vision insurance
• 401(k) match
• Fertility benefits via Carrot
• Hybrid work schedule (Monday & Friday remote; Tuesday-Thursday in-office)
• Flexible Time Away + paid holidays
• Opportunity to make an impact – you’ll be an integral player in bringing our vision to life

Pay

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Schedule

This role requires in-office attendance three days per week (Tuesday–Thursday) as an essential function to support student engagement, coaching, and team collaboration. Remote work is available on Monday and Friday, but in-office presence on the designated days is necessary for the performance of this role.