Success Engagement Manager

Role Overview 

• As a Success Engagement Manager, you will combine the responsibilities of Success Coaching, Outreach Coordination, and Admissions. 

• This role is strategically positioned to drive student success metrics that directly align with revenue and business goals. Approximately 70% of the role involves direct outreach and engagement with students, while 30% focuses on strategic initiatives to enhance student success. Outreach remains the top priority, with percentages adjusted as business needs evolve. 

• Everything you build and execute in this role will contribute to achieving measurable outcomes, including early conversion, sustained progress, and program completion. You will provide consistent, high-quality support through SMS outreach for async coaching students, deliver video coaching sessions when covering for synchronous Success Coaches, and handle outreach for Admissions when needed. Additionally, you’ll own initiatives like testing new processes, collaborating across teams, and documenting best practices to continuously improve outcomes and support revenue growth. 

• This role requires adaptability, flexibility, and a commitment to delivering results that align with business priorities. While this position does not include direct people management, it emphasizes process management and influential leadership to guide peers and drive team success. 

Key Responsibilities 

High-Touch Texting Coach 

• Provide high-touch, personalized SMS communication to proactively check in with students, identify barriers, encourage progress, and provide resources to help them move forward in the program while testing new approaches and leveraging proven strategies. 

• Tailor messaging to meet students’ unique needs and preferences, fostering trust and accountability. 

• Step in when asynchronous coaches are out of office. Additionally, manage your own roster, where you can develop, test, and refine SMS engagement strategies to optimize outcomes for async coaching students. 

Synchronous Coaching Coverage 

• Step in to deliver video coaching sessions when covering for synchronous Success Coaches. 

• Provide one-on-one and group coaching, guiding students through their program lifecycle. 

• Use active listening and tailored coaching techniques to address student needs and goals during video sessions. 

• Maintain alignment with Success Coaches to ensure a seamless transition and consistent student experience. 

Admissions Support 

• Step in to deliver Enrollment support when covering for enrollment team.

• Conduct phone, email, and text-based outreach to students as needed to set students up for success in our Chegg Skills programs while driving enrollments and supporting conversion goals. 

• Act as the primary point of contact for Admissions-related questions, delivering a student-first experience while contributing to early program engagement. 

Strategic Contributions and Cross-Functional Collaboration 

• Develop and refine workflows and engagement strategies in collaboration with cross-functional teams, aligning with business objectives and improving outcomes.

•  Manage a roster of learners, test strategic new outreach and engagement initiatives, and provide coverage for out of offices across the Success team.

• Collaborate with product, marketing, and support teams to share insights, advocate for learner-focused improvements, and align operational strategies with revenue and success metrics. 

• Provide peer leadership by facilitating debriefs, influencing team strategies, creating and leading team meetings, creating and leading team trainings, and contributing to cross-departmental initiatives to enhance overall success. 

Engagement Strategy & Execution 

• Develop and execute scalable, learner-centric outreach strategies to improve retention, engagement, and measurable program outcomes. 

• Partner with internal teams to refine onboarding, orientation, and ongoing communication processes, ensuring early conversion, sustained engagement, and program completion. 

• Create personalized and automated communication sequences tailored to diverse learner needs, leveraging advanced tools and insights. 

• Ensure all engagement strategies contribute directly to meeting short-term goals, such as early program conversions, while maintaining a focus on long-term outcomes like graduation rates and overall learner success. 

Qualifications 

• 5+ years of experience in student success, coaching, sales, or customer success in a high-growth, fast-paced environment. 

• Proven expertise in high-touch SMS communication and engagement strategies for asynchronous support. 

• Experience delivering synchronous video coaching sessions, with a focus on driving student outcomes. 

• Strong phone communication skills, with the ability to build rapport, provide clear guidance, and drive enrollments. 

• Exceptional written and verbal communication skills, with the ability to inspire action and build trust. 

• Demonstrated ability to adapt to varied roles and responsibilities with ease. 

• Strong organizational skills, with the ability to prioritize competing tasks effectively. 

• Passion for student success, education, and career transformation. 

Skills 

• Strong analytical and problem-solving skills, with experience using data visualization and CRM tools like Tableau and Salesforce. 

• Exceptional communication and interpersonal abilities, with a talent for building rapport with diverse audiences. 

• Leadership experience, including mentoring or leading teams, individually or in groups. 

• Ability to balance operational and strategic responsibilities, maintaining a student-first focus.