Customer Success, Retention

The Retention Lead is responsible for defining and driving the end-to-end student retention strategy across partner schools, ensuring a clear, focused approach to improving student persistence and success. This role owns the identification, prioritization, and execution of the highest-impact levers across academic experience, student engagement, onboarding, and school operations.

Operating at the intersection of strategy, data, and execution, this role leads a hypothesis-driven, test-and-learn approach to student retention while translating insights into enterprise-level priorities and actionable initiatives. This includes designing and scaling interventions, aligning cross-functional teams, and ensuring retention efforts are coordinated, measurable, and focused on outcomes that drive meaningful improvement.

Success in this role requires strong cross-functional leadership and influence, partnering with Enrollment, Academics, School Operations, Product, and School Success to align on priorities, drive accountability, and embed retention into core operating rhythms. Ultimately, this role ensures retention is managed as a strategic, shared outcome, strengthening school success, partner satisfaction, and long-term growth across the organization.

• Define and evolve the end-to-end retention strategy across partner schools
• Identify and prioritize the highest-impact drivers of retention
• Translate strategy into clear initiatives, roadmaps, and measurable outcomes
• Ensure alignment between retention strategy and broader business priorities

• Analyze retention, persistence, and attrition trends across partner schools, cohorts, and student segments
• Identify key drivers of retention and disengagement, including academic, operational, and engagement factors
• Develop dashboards and reporting to provide clear visibility into retention performance and leading indicators
• Establish early warning indicators to proactively identify at-risk students and schools

• Lead a structured test learn scale approach to retention
• Develop and test hypotheses on key retention drivers (e.g., onboarding, engagement, academic experience, communication)
• Partner with schools and cross-functional teams to design and implement pilots
• Evaluate impact and scale successful interventions across partner schools

• Drive alignment on where to invest to improve retention outcomes
• Influence cross-functional priorities across Enrollment, Academics, School Operations, Product, and School Success
• Balance trade-offs and ensure focus on the highest-value initiatives
• Act as a strategic advisor to leadership on retention performance and opportunities

• Establish clear retention targets, metrics, and success measures
• Build and lead an operating rhythm (e.g., reviews, dashboards, performance discussions)
• Ensure accountability for retention outcomes across teams and schools
• Provide visibility into performance, risks, and opportunities

• Enable partner schools with insights, tools, and actionable guidance to improve retention
• Identify patterns and replicate best practices across the network
• Balance standardization with flexibility to meet local school needs

• Leverage analytics to inform strategy and decision-making
• Ensure retention insights are translated into clear actions and priorities
• Partner with analytics teams to enhance visibility into retention drivers and leading indicators

• Measurable improvement in student retention and persistence across partner schools
• Clear, prioritized retention strategy aligned to business goals
• Increased effectiveness of retention initiatives through testing and scaling
• Strong cross-functional alignment and accountability for retention outcomes
• Improved visibility into retention performance and drivers

• 8–12+ years of experience in strategy, operations, analytics, or related roles
• Background in consulting or comparable environments with strong analytical and problem-solving rigor,…