Springboard is seeking a Program Success Manager to own student and cohort success across our Consumer and B2B programs. This role balances high-touch coaching with data-driven decision-making, project management, and cross-functional collaboration to ensure strong outcomes, retention, and long-term program success.
What You'll Do
- Own the success of a student caseload across consumer and/or B2B programs, driving engagement, retention, satisfaction, and completion.
- Coach students through onboarding, study planning, habit formation, time management, motivation, and accountability.
- Conduct proactive, retention-focused outreach to students at risk, re-engaging them through consultative conversations.
- Manage sensitive and escalated student cases with empathy, sound judgment, and professionalism.
- Partner with student-facing teams to monitor progress, mitigate risk, and coordinate interventions.
- Drive client satisfaction and renewals by delivering consistent, high-quality student experiences and surfacing risks and wins early.
- Own cohort health week over week, managing large caseloads (up to ~300 students, program-dependent) while balancing student support and project work.
- Prepare and present cohort performance updates in internal forums.
- Support program launches through cross-functional coordination, execution, and post-launch retrospectives.
- Collaborate cross-functionally (Learning Experience, Product, Operations, Support, Mentors, Career Services, Project Management) to meet client needs, resolve issues, and improve execution.
- Identify process or tooling gaps and propose scalable improvements that enhance outcomes.
- Analyze student- and cohort-level data to identify trends, risks, and opportunities, translating insights into actionable recommendations.
- Apply strong project management practices, including prioritization, status tracking, risk identification, and follow-through.
- Build and maintain documentation and trackers to support consistency and alignment.
- Act as the voice of the student internally, ensuring learner and partner feedback informs product and program decisions.
- Leverage AI and automation to improve efficiency and consistency in student support, documentation, and reporting.
- Identify high-friction or repetitive work and propose AI-enabled solutions to streamline execution, sharing best practices with the team.
What We're Looking For
- 3+ years of experience in student advising, customer success, account management, coaching, or consultative sales.
Technical Stack
- HubSpot (CRM)
- Asana (project management)
- Slack
- Google Workspace
- AI tools
Team & Environment
You will serve as the connective tissue between students, mentors, internal teams, and external partners. We operate in a mission-driven environment where you will collaborate with passionate teammates.
Work Mode
This is a fully remote position open to candidates based in the Philippines.
