Program Success Manager

Location: Philippines [Remote (9am-6pm EST)]
Type: Full-Time

Springboard is an education and workforce development company on a mission to bridge critical skills gaps by enabling individuals to access high-quality, job-aligned training. It offers flexible, mentor-led programs in high-growth fields including AI, allied health, data analytics, software engineering, and more. Springboard partners with employers, healthcare systems, and workforce organizations to deliver programs that build durable talent pipelines, producing measurable business and workforce outcomes.

We’re seeking an empathetic, strategic, and highly proactive Program Success Manager to own student and cohort success across both Consumer and B2B programs. In this role, you’ll support learners at scale while also driving cohort-level outcomes, program execution, and partner satisfaction.

Program Success Managers serve as the connective tissue between students, mentors, internal teams, and external partners. You’ll balance high-touch coaching with data-driven decision-making, project management, and cross-functional collaboration to ensure strong outcomes, retention, and long-term program success.

This role requires emotional intelligence, operational rigor, and a strong ownership mindset. You’ll guide students through challenges, proactively identify risk, and play a critical role in shaping how Springboard continuously improves and scales its programs.

• Own the success of a student caseload across consumer and/or B2B programs, driving engagement, retention, satisfaction, and completion.
• Coach students through onboarding, study planning, habit formation, time management, motivation, and accountability.
• Conduct proactive, retention-focused outreach to students at risk, re-engaging them through consultative conversations.
• Manage sensitive and escalated student cases with empathy, sound judgment, and professionalism.
• Partner with student-facing teams to monitor progress, mitigate risk, and coordinate interventions.

• Drive client satisfaction and renewals by delivering consistent, high-quality student experiences and surfacing risks and wins early.
• Own cohort health week over week, managing large caseloads (up to ~300 students, program-dependent) while balancing student support and project work.
• Prepare and present cohort performance updates in internal forums.
• Support program launches through cross-functional coordination, execution, and post-launch retrospectives.
• Collaborate cross-functionally (Learning Experience, Product, Operations, Support, Mentors, Career Services, Project Management) to meet client needs, resolve issues, and improve execution.
• Identify process or tooling gaps and propose scalable improvements that enhance outcomes.

• Analyze student- and cohort-level data to identify trends, risks, and opportunities, translating insights into actionable recommendations.
• Apply strong project management practices, including prioritization, status tracking, risk identification, and follow-through.
• Build and maintain documentation and trackers to support consistency and alignment.
• Act as the voice of the student internally, ensuring learner and partner feedback informs product and program decisions.
• Leverage AI and automation to improve efficiency and consistency in student support, documentation, and reporting.
• Identify high-friction or repetitive work and propose AI-enabled solutions to streamline execution, sharing best practices with the team.

• Reviewing student and cohort data to identify emerging trends, risks, and opportunities
• Developing structured intervention plans and tracking progress over time
• Preparing cohort health summaries or internal performance updates
• Navigating complex student or partner situations that require strong judgment and empathy

Program Success Managers regularly work across multiple systems, including:

• HubSpot (CRM for student communication and tracking)
• Asana (project planning, task management, and cross-functional coordination)
• Slack (internal communication)
• Google Workspace (documentation, reporting, collaboration)
• AI tools (support analysis, communication, documentation, and efficiency)

• Have 3+ years of experience in student advising, customer success, account management, coaching, or consultative sales
• Are passionate about helping others grow personally and professionally
• Bring strong emotional intelligence and lead with empathy
• Thrive in high-velocity, high-accountability environments
• Are highly organized and comfortable managing competing priorities
• Are a proactive self-starter who takes ownership and initiative
• Are comfortable presenting to groups and engaging with diverse stakeholders
• Are analytical and enjoy using data to guide decisions and tell clear stories
• Love building structure, documentation, and repeatable processes
• Are comfortable using and experimenting with AI tools as part of your daily workflow

• Students feel supported, motivated, and clear on their path forward
• Strong student retention, satisfaction, and completion outcomes
• Early identification and resolution of risks before they escalate
• Smooth program launches and effective cross-functional execution
• Projects and initiatives delivered on time with clear ownership and follow-through
• Clear, actionable insights that influence program and product decisions
• Trusted partnerships with internal teams and stakeholders
• Measurable improvements in efficiency, consistency, or quality driven by thoughtful use of AI and individual process improvements

This is a unique opportunity to shape lives at scale while developing a powerful blend of coaching, customer success, operations, and business skills. You’ll work in a mission-driven environment, collaborate with passionate teammates, and help define the future of professional education. Ready to help people transform careers and lives? Let’s talk!