Customer Success Manager — Student Success The Customer Success Manager (CSM) will own the end-to-end success strategy for enrolled students in IronCircle’s cybersecurity certification programs. This role will manage a team of Learner Success Specialists, overseeing large-scale learner engagement and support initiatives in a B2C online education environment . You will be responsible for driving student retention, satisfaction, and completion , leveraging data insights to continuously improve outcomes and student lifecycle performance. This is a hands-on leadership role combining operational excellence, learner advocacy, and customer experience strategy. About Us IronCircle is one of the leading global tech education, training, and service providers. With over 17+ years of experience, we have successfully partnered with colleges and universities to train the next generation of industry professionals. Responsibilities Lead, coach, and grow the Student Success team supporting thousands of students enrolled in cybersecurity certification programs. Develop scalable processes and tools to proactively guide learners from enrollment through completion. Set a clear vision and priorities for learner outcomes, aligned to company goals and learner needs. Drive and maintain exceptional student satisfaction (NPS) across all student interactions and lifecycle touchpoints. Build a culture of accountability, collaboration, and continuous improvement. Retention, Engagement & Completion Strategy Define and own the strategy for improving student retention and program completion rates . Design and implement scalable outreach campaigns, check-ins, and support touchpoints throughout the learning journey. Identify and act on risk factors that contribute to student churn, dropout, or disengagement. Work closely with Product and Program Operations to reduce friction points in the learner experience. Data & Analytics Use data and dashboards to monitor trends in student outcomes across cohorts, demographics, and program types. Segment student populations to tailor interventions and communication strategies for different learner needs. Translate insights into action plans to improve support systems and inform executive reporting. Lead post-mortem's, retrospectives, and pilots to test and scale new initiatives. Process Optimization & Platform Experience Partner with Product and Tech to optimize the student experience within IronCircle’s learning platform . Design workflows and interventions that encourage platform engagement and resource utilization. Collaborate with Marketing and Sales to drive upsell and cross sell opportunities from satisfied learners. Build and scale IronCircle’s customer success playbook for certification learners. Define key metrics, escalation paths, service levels, and resolution strategies. Develop and deliver internal training for the Student Success team on tools, tone, and protocols. Experience/ Skills Required 5+ years of experience in customer success, student services, or learner operations , ideally in a B2C edtech or online education environment. 3+ years of people management experience, including cross-functional or matrixed teams. Experience managing or coordinating large volumes of customers/students. Track record of improving NPS, reducing churn, or increasing completion/engagement metrics. Data-driven mindset with the ability to analyze retention trends and turn insights into strategy. Excellent communication and stakeholder management skills. Familiarity with digital platforms and CRM systems (Salesforce). Preferred: Background in cybersecurity education or workforce development programs. Experience working with adult learners or non-traditional students. Proficiency in tools such as Salesforce, Zendesk, HubSpot, or LMS platforms. Values Passion is our driver. Excellence is how we deliver. People are our focus - learners and employees. Change creates opportunity - we embrace change. Learning never stops and neither do we. Our Offer If you're a driven, collaborative person who thrives on breaking new ground and inspiring others to do the same, you’ll feel right at home here. We’re looking for someone who's passionate, high-performer and pushes boundaries in pursuit of something bigger.

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