Community Success Manager

*At BAD Marketing, we don't just deliver exceptional marketing services across local, e-commerce, and information industries—we also specialize in Recruiting as a Service for businesses, focusing on marketing and sales talent. Our unique approach centers on the needs of both our candidates and clients, ensuring a perfect alignment between skill sets, values, and company culture. We tirelessly work to create meaningful, long-term partnerships by understanding the nuances of both sides and matching talent with opportunity.

Company: GO! Coaching
Job Title: Student Success Manager

About Us: 
GO! Coaching is dedicated to empowering Loan Officers to achieve their mortgage business goals, at any level, through our comprehensive coaching programs and our hands on approach. Through proven experience with hundreds of students, we blend the very best of both traditional and modern approaches for growing their businesses. We pride ourselves on maintaining high standards, high accountability, and high results, fostering a culture of success, engagement, and commitment.

Role Overview: 
We are seeking a high-energy, results-driven Student Success Manager (SSM) to join our team. More than just a support role, the SSM is a pseudo-sales role, ensuring students remain fully committed, engaged, and accountable to their growth. This position requires active re-enrollment of students into their own success—eliminating excuses, reinforcing their original commitments, and challenging any hesitation or drift toward disengagement.

This role is pivotal in reducing attrition by ensuring students stay plugged in, accountable, and actively applying what they learn. The best SSMs are confident, direct, and unafraid to challenge students on their excuses—ensuring they take full ownership of their progress rather than drifting toward failure.

Key Responsibilities:
Student Onboarding:

• Conduct group onboarding sessions to familiarize new students with our programs and resources.
• Ensure a smooth transition into the program, setting clear expectations and goals that create a crystal clear set of initial steps for our students.
• Establish the habit of accountability and engagement from the very beginning.

Personalized Student Support:

• Maintain regular one-on-one communication with students, conducting live phone calls at least every three weeks with each student, to monitor progress and address challenges.
• Provide tailored guidance to help students overcome obstacles and stay committed to their goals.
• Identify early signs of disengagement and proactively eliminate hesitation, excuses, or limiting beliefs that could stall progress.
• Reaffirm their commitments, ensuring they recognize the real cost of not taking full advantage of the program.
• Challenge students when needed—not coddling, but coaching—to keep them on track and fully invested in their success.

Account Management:

• Serve as the primary point of contact for a portfolio of students, managing their journey from enrollment through program completion.
• Develop and maintain strong relationships, understanding each student's unique needs and objectives.
• Master the art of retention—handling objections, reaffirming commitments, and keeping students moving forward.
• Collaborate with internal teams to align support services with student requirements and program offerings.
• Maintain & increase our KPI Benchmarks:
  • Student Engagement %
  • Student Attrition %
  • Student Satisfaction Scores
  • Testimonials & Referrals
• Community Engagement:
  • Foster a positive and supportive community culture among students.
  • Encourage active participation in forums, workshops, and events to promote knowledge sharing and peer support.
  • Address any community-related issues or conflicts promptly and effectively.

Qualifications:

• Proven experience in sales, customer success, or account management.
• Excellent communication and interpersonal skills, with the ability to build rapport and engage with diverse audiences.
• Excellent organization and time management—able to track dozens of students without losing sight of individual goals.
• Direct, confident, and unafraid to challenge excuses while keeping a positive and motivating tone.
• Passion for business coaching and personal growth—we’re here to create success stories, not just process students through a system.
  

Note: For a further detailed overview of GO! Coaching & the Student Success Manager role, please refer to the following:
Intro to GO! Coaching & What The SSM Role We're Hiring For Is All About