Success Specialist

Position Details

• Reporting Manager
  :
  Director of Partner Operations
• Status
  :
  Salary, Exempt
• Type
  :
  Regular, Full-Time (12 Months)
• Program
  :
  Stellar Virtual (Corporate)

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.

• 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.
• 2+ years of experience in customer success, account management, family engagement, or education support. Account management or customer service/success experience for B2C/direct to consumer customers preferred.
• Strong written and verbal communication skills.
• Experience working in a remote environment.
• Proficiency with Salesforce/CRM systems and communication platforms.
• High emotional intelligence and problem‑solving skills.
• Adaptability in a fast‑paced environment.
• Family satisfaction (CSAT/NPS).
• Reduction in mid‑year withdrawals.

• A high school diploma or equivalent (GED) is required for all positions.
• A minimum of an associate’s degree or experience equivalency is required for any positions that manage or supervise other employees.

• Competitive vacation and paid time off plans.
• Comprehensive medical (HMO, HDHP, and PPO), dental, and vision plans with varying coverage for employees and their families, with options available in all states, including a high‑deductible health plan (HDHP) option.
• 401(k) retirement plan (pre‑ and post‑tax options) with matching contribution up to 3% after one year of employment.
• Additional supplemental disability, life, critical illness, hospital indemnity, accident, legal aid, and  protection plans.
• Flexible Spending…