Senior Customer Success Manager at Achievers, driving product adoption and customer engagement. Acting as a trusted advisor to help customers unlock business value from our recognition platform.
About the role
- Senior Manager, Student Success collaborating with internal teams and university stakeholders to support undergraduate programs at OU Education Services.
Responsibilities
- Serve as the primary Student Success liaison to OU Advising, colleges, and academic departments for matters associated with student registration and progression
- Coordinate with academic partners on advising workflows, degree planning, registration timelines, and policy interpretation
- Surface and resolve cross-institutional friction points impacting undergraduate student progression
- Represent Student Success in program- and college-level operational meetings
- Lead day-to-day execution of the Student Success operating model for online undergraduate programs
- Ensure alignment between OUES student support practices and OU undergraduate advising and academic policies
- Oversee operational readiness for undergraduate student lifecycle milestones, including onboarding, registration, progression, and completion
- Directly manage Student Success Managers and/or Student Success Coaches supporting undergraduate populations
- Support managers in staffing models, caseload balance, and workload planning aligned to undergraduate enrollment patterns
- Serve as an escalation point for complex undergraduate student cases requiring institutional coordination
- Monitor undergraduate-specific KPIs, including persistence, credit momentum, time-to-degree, and advising effectiveness
- Ensure consistent execution of SOPs, documentation, and engagement standards across teams
- Partner with the Director of Student Success to refine undergraduate success interventions and early-alert models
- Ensure Student Success coaches are trained on undergraduate-specific academic structures, policies, and coaching models
- Identify recurring knowledge gaps related to undergraduate advising and academic progression
- Analyze undergraduate student performance data to identify trends and risks
- Translate insights from advising interactions and escalations into operational improvements
- Provide regular operational updates and recommendations to the Director of Student Success.
Requirements
- Bachelor’s degree required; Master’s degree in Higher Education, Student Affairs, or related field preferred
- 7+ years of experience in student success, advising, retention, or undergraduate education
- Demonstrated experience working closely with academic advising units and faculty/college partners
- 3+ years of experience managing managers or multi-layered teams
- Strong understanding of undergraduate academic structures, degree pathways, and advising models
- Data-informed leader with experience using CRM and student success platforms (e.g., Salesforce, Banner, Canvas, Stellic)
- Excellent stakeholder management, communication, and problem-solving skills
- Able to manage multiple priorities at once in a dynamic and ambiguous environment.
Benefits
- Competitive salary and benefits package
- 401(k)
- Volunteer days
- Wellness reimbursement
- Opportunities for professional development and career growth.
- Hybrid work environment promoting work-life balance.
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