Success Coach

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Springfield, MA, US

Salary Range: $45,000.00 To $50,000.00 Annually

The Success Coach is the primary advising and student success relationship for a defined caseload of undergraduate students within The NEST, AIC's integrated student success ecosystem. AIC serves a student body in which the majority of undergraduates are first-generation college students — students who are navigating not only the academic demands of college but also the social, cultural, and financial complexity that comes with being the first in their family to pursue a degree.

The Success Coach is the person who knows their name, knows their story, and makes sure they never have to figure out AIC alone.

This role carries both an advising function and a community-building function. Success Coaches do not simply respond to alerts — they build relationships proactive enough that students reach out before a crisis develops. They connect students to academic support, financial resources, wellness services, and community, and they coordinate across departments to make sure no student falls between the gaps. Success Coaches also serve as active presences in campus life, attending and leading student events as part of their regular practice.

This position reports to the Executive Director of Student Success within the Division of Strategic Enrollment and Retention Management.

• Carry a caseload of approximately 170–200 undergraduate students organized by AIC academic Hive, serving as their primary point of contact for academic advising, degree planning, and non-academic support navigation.
• Initiate proactive outreach at the start of each semester to all students on the caseload, including an introduction letter to graduate students assigned for non-academic support.
• Respond to all J1 Retention alerts assigned to the caseload within three business days; document every contact in Jenzabar One within 24 hours; follow escalation protocols for students who are unresponsive or in crisis.
• Build individualized support plans in collaboration with students, connecting them to tutoring, the LIFT Center, CASAA, Health & Wellness, and Student Accounts as appropriate — and following up to confirm connection was made.
• Collaborate with the Director of Learning Strategies Support on students in Academic Probation and SAP, contributing advising context to the Academic Success Plan built before each semester begins.
• Partner with the Director of Student Athlete Success on student-athlete cases within the caseload, ensuring advising and academic support are coordinated and that eligibility concerns are addressed early.
• Serve as a standing member of the CARE Team, contributing to coordinated responses for students with complex academic, financial, and non-academic needs.
• Attend a minimum of one student event per week as part of regular practice — building visible presence in campus life and maintaining connection with students outside the advising office.
• Lead at least one student-facing event or program per semester, with particular emphasis on first-generation student programming, cultural celebrations, peer mentoring, and community‑building initiatives.
• Teach one section of APEX per term. APEX is AIC's foundational first‑generation navigational curriculum, and Success Coaches are among its most important instructors — bringing the advising relationship into the classroom and modeling what it means to be a student at AIC.
• Support first‑generation student programming as part of AIC's FGSI commitment, including First Gen Week, peer mentoring, alumni panels, and graduation recognition.
• Document all student contacts, referrals, and case notes in Jenzabar One within 24 hours of contact.
• Conduct degree audits, graduation checks, and enrollment verification for students on the caseload and coordinate with the Registrar and Financial Aid as needed.
• Participate in divisional training, team meetings, professional development, and the SSGA supervision and mentoring structure.