Success Specialist (27783062

Position Details

• Reporting Manager
  :
  Director, Customer Success
• Status
  :
  Salary, Exempt
• Type
  :
  Regular, Full-Time (12 Months)
• Program
  :
  Stellar Virtual (Corporate)
• Primary Hiring Locations (Limited to Select States):Arizona (AZ), Indiana (IN), Iowa (IA), Missouri (MO), Oregon (OR), Texas (TX), Tennessee (TN), and Washington (WA).
  • Candidates not residing in the above-listed states
    will not be
    considered for employment.

The Success Specialist plays a critical role in delivering an exceptional family experience from enrollment through re-enrollment. This individual serves as a primary point of contact for families, guiding them through onboarding, conducting proactive check-ins, addressing concerns, and supporting long-term retention. This role requires strong relationship-building skills, attention to detail, and a passion for helping families feel confident and supported in a virtual learning setting.

• Family Onboarding & Orientation
  • Serve as the primary contact for newly enrolled families.
  • Guide through the Stellar Start requirements (Onboarding), ensuring families understand how to get support, educational platforms and systems navigation
  • Monitor onboarding milestones and proactively address delays or barriers.
• Proactive Customer Check-Ins
  • Conduct scheduled check-ins with families to assess and address needs and provide proactive customer service
  • Identify potential concerns early and coordinate solutions with academic or support teams.
  • Document interactions and track trends
  • Maintain high responsiveness to emails, calls, and messages.
  • Build long-term, trust-based relationships with families.
• Retention & Re-Enrollment
  • Lead re-enrollment outreach to ensure long-term retention of current families
  • Provide families with clear information about next steps, deadlines, and program updates.
  • Identify at‑risk families and develop retention strategies.
  • Track retention metrics and contribute to continuous improvement efforts.
  • Support referral initiatives and positive word-of-mouth growth.
• Cross-Functional Collaboration
  • Partner with academic staff, enrollment teams, and leadership to resolve concerns quickly.
  • Share family feedback to inform improvements in programming and operations.
  • Assist in refining onboarding materials, FAQs, and family communications.
• You will play a key role in our collective success by proactively pivoting to support emerging business needs and strategic priorities directed by your manager while adhering to meeting team KPIs

• 2+ years of experience in customer success, account management, or family engagement.
• Proven experience working independently with minimal supervision, including the ability to manage a digital task list and maintain a stable remote (home-office) infrastructure.
• Minimum of 1–2 years of experience using the Google Workspace suite (Docs, Sheets, Slides, Drive) in a professional or academic setting.
• Demonstrated ability to communicate complex ideas via written channels (Email, Google Chat, and Document Comments) with high clarity and low ambiguity.
• Access to a private, secure, high-speed internet connection with a minimum of 25 Mbps download and 10 Mbps upload speeds.
• Strong written and verbal communication skills.
• Proficiency with Salesforce/CRM systems and communication platforms.
• Family satisfaction (CSAT/NPS)
• Reduction in mid-year withdrawals
• Account management or customer service/success experience for B2C/direct to consumer customers preferred.
• Previous experience in education (e.g., teacher, teacher assistant, or educational support) is highly preferred.

• Relationship Building & Customer Care: Builds trust with families through proactive communication, responsiveness, and a commitment to delivering a positive experience.
• Proactive Problem Solving: Identifies concerns early, coordinates solutions, and helps families navigate challenges before they impact student success or retention.
• Accountability & Follow-Through: Maintains consistent communication, tracks family needs, and ensures commitments are completed accurately and on time.

• A high school diploma or equivalent (GED) is required for all…