Senior Student Success Manager

Salary: £42000 - £48000 annual package

Location: London-based

Contract type: Full-time with hybrid working available

Working Pattern: This role requires regular weekend work to support students, families, tutors and service delivery.

About Blue Education

Blue Education provides high-quality academic planning, tutoring, admissions preparation, personal development and career-related guidance for ambitious students and families. Our clients expect thoughtful advice, strong execution, and a consistently high standard of service.

The Role

The Senior Student Success Manager is responsible for managing high-value student and parent relationships, ensuring learning plans are delivered effectively, and maintaining a high standard of client satisfaction. You will work closely with consultants, tutors and internal teams to monitor progress, resolve issues, manage expectations and improve the overall student journey. This role requires maturity, strong judgement, excellent communication and the ability to handle demanding families with professionalism and care. It is suitable for someone with prior experience in education services, client success, account management, tutoring operations, admissions consulting, premium hospitality, private client services, or high-touch relationship management. As students, parents and tutors often require support outside standard office hours, this role requires flexibility, including regular weekend work. Mandarin is not required for this role, although Mandarin or other international language skills would be advantageous.

Key Responsibilities

• Own and manage a portfolio of student and family relationships, ensuring a consistently high-quality experience.
• Oversee student progress, tutoring schedules, learning plans, academic outcomes and parent communication.
• Support high-quality service delivery during weekends where required.
• Lead regular progress reviews with students, parents, tutors and internal consultants.
• Identify student risks early, including low engagement, academic underperformance, tutor mismatch, missed work, parent dissatisfaction or unclear goals.
• Create and communicate clear action plans to improve student progress and client satisfaction.
• Handle complex parent concerns, complaints and service recovery conversations with professionalism.
• Support retention, renewals and long-term client relationships through excellent service delivery.
• Work with consultants and tutors to refine student learning plans based on feedback, performance and family expectations.
• Ensure student records, communication logs, action trackers and service notes are accurate and up to date.
• Coach or support junior Student Success Advisors on communication, case management and service standards.
• Contribute to process improvements, parent update templates, escalation protocols and quality-control systems.
• Provide insights to senior management on client needs, service risks and opportunities for improvement.

What We Are Looking For

Essential

• Bachelor’s degree or above.
• Excellent written and spoken English.
• 3–6+ years of relevant experience in education services, student support, client success, account management, admissions consulting, tutoring operations, premium hospitality, private client services or a similar high-touch client-facing role.
• Proven ability to manage demanding clients, parents or stakeholders with calmness, clarity and professionalism.
• Strong written communication skills, with the ability to produce clear, polished and sensitive client updates.
• Excellent organisation, attention to detail and follow-through.
• Ability to manage multiple students, families and internal stakeholders at the same time.
• Strong problem-solving skills and good judgement when handling sensitive or high-pressure situations.
• Commercial awareness around client satisfaction, retention, renewals and long-term relationship building.
• Genuine passion for education, student development and high-quality service.
• Comfortable working in a fast-paced, high-standard, growth-oriented environment.
• Willing and able to work weekends regularly as part of the role.
• Proficient in Microsoft Office, especially Excel, Word, PowerPoint and Outlook.

Desirable

• Experience working with international students or globally mobile families.
• Mandarin or other language skills.
• Experience in premium education consulting, tutoring centres, admissions services, boarding school support, university student services, family office environments or private client services.
• Knowledge of the UK education system, university admissions, tutoring pathways or academic development.
• Experience designing trackers, service processes, parent reporting templates or internal training materials.
• Prior experience mentoring junior colleagues or improving operational processes.

Who Will Thrive in This Role

You Will Likely Thrive If You

• Enjoy owning client relationships rather than simply completing tasks.
• Can balance empathy with clear professional boundaries.
• Are confident communicating with high-expectation parents and families.
• Can turn a difficult situation into a clear action plan.
• Care deeply about student outcomes and long-term development.
• Take pride in delivering a premium, thoughtful and reliable service.
• Are comfortable with weekend work and understand that premium education services often require flexibility around student and family availability.
• Want to build a career in education services, student success or education operations leadership.

This role may not be suitable if you prefer a purely advisory role without operational detail, are looking for a Monday-to-Friday-only role, or are uncomfortable handling complaints, follow-up and service accountability.

Career Development

This role offers a pathway into senior student success leadership, education consulting, client relationship management, operations management or service quality leadership within Blue Education.