Success Specialist

Position Details

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

Overview
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. 

Essential Duties

• 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

Knowledge, Skills & Attributes

• 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, or family engagement. 
• 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.
• 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

Education & Certification Requirements

• 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.

Benefits & Incentives (Full-Time Only)

• 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 ID theft protection plans
• Flexible Spending Account (FSA) or Health Savings Account (HSA)
• Two paid closure weeks each year (weeks of July 4 and December 25)
• 10 Company-paid Holidays

Employment "At-Will" Statement: For W-2 employment, Stellar Virtual is an at-will employer. This means the employee and Stellar Virtual can terminate the employment at any time, with or without cause or notice, as legally permitted. This job description does not guarantee continued employment or a contract. All 1099 status is excluded.

Equal Employment Opportunity (EEO): Stellar Virtual is an equal opportunity employer committed to diversity and inclusion. All qualified applicants are considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.