Student Success Navigator

Lindenwood University • Saint Charles, MO

8d

About The Position

The Student Success Navigator serves as the assigned point of contact for a caseload of new undergraduate students—including first-time, transfer, readmit, and non-traditional students—through their second year. The Navigator maintains regular contact, meets with students in person or online, responds promptly to signals that a student may need assistance, and advocates for students by collaborating with appropriate staff and faculty. Success in the role is measured by retention and persistence within the assigned caseload.

The position guides students from enrollment commitment through the first day of class and supports continued enrollment by helping them navigate requirements and University processes. Navigators monitor student engagement and success indicators, connect students with academic and student support resources, coordinate referrals for significant concerns, and follow up to help ensure issues are addressed. All contacts, alerts, referrals, and resolutions are documented in the designated case-management system.

The role requires proactive, student-centered service, strong ownership of outcomes, consistent follow-through, and collaboration across University offices. The work involves considerable phone and computer time, use of a VPN and CRM system, and a designated quiet workspace with reliable high-speed internet and a camera for video calls. Some evening and weekend hours may be required, including for move-in and orientation. The listed work designation is Standard-Flex. Fully remote candidates must reside in or be willing to relocate to a state where Lindenwood University is authorized to employ.

Requirements

• Bachelor’s degree; an equivalent combination of education, training, and experience will be considered.
• Demonstrated ownership of outcomes and a record of taking responsibility for results in a service, advising, or metrics-driven role.
• Demonstrated success against individual and team goals.
• Ability to work effectively with individuals from diverse communities and cultures.
• Ability to use general office software, including Microsoft Office Suite.
• Ability to work effectively at a computer for extended periods, sit or stand for extended periods, and perform regular repetitive wrist, hand, and finger movements for typing.
• Ability to lift and carry items commonly found in an office setting.
• Regular attendance is an essential function.
• For fully remote positions, reside in or be willing to relocate to a state in which Lindenwood University is authorized to employ.

Nice To Haves

• Master’s degree.
• Experience in higher education advising, admission, student support, or enrollment management, or in a metrics-driven service or sales role.
• Experience with CRM, learning management, or student success platforms.
• Experience working with first-generation, Pell-eligible, non-traditional, transfer, athlete, or international students.
• Knowledge of FERPA and the limits of the role within established referral procedures.
• Ability to learn University processes in financial aid, billing, housing, registration, and academic support well enough to guide students through them.
• Clear, timely communication with students, families, and colleagues by phone, in writing, and in person.
• Exemplary student relations skills.
• Ability to manage multiple urgent workstreams, including alerts, calls, meetings, and documentation.
• Ability to hold difficult conversations about grades, balances, holds, and withdrawals.
• Ability to recognize warning signs of withdrawal and act before a student leaves.
• Self-direction, attention to detail, and strong follow-through.

Responsibilities

• Serve as the assigned point of contact for a caseload of new undergraduate students through their second year, including first-time, transfer, readmit, and non-traditional students.
• Promptly initiate contact with newly assigned students by telephone and follow up in writing to introduce the Navigator role and available resources.
• Guide students from enrollment commitment to the first day of class, including financial aid requirements, placement, orientation, housing or commuter status, billing, and system access.
• Maintain proactive, regular student contact by telephone, text, email, and in-person or virtual meetings in accordance with outreach standards.
• Meet with students early in each term and before registration to review checklists, resources, outstanding holds, and next-term registration needs.
• Conduct summer outreach to confirm registration, account balances, housing arrangements, and academic plans.
• Respond promptly to student success indicators, including alerts, survey responses, course activity, grades, missed payments, registration holds, and withdrawal requests.
• Contact students who initiate withdrawal requests before those requests are processed.
• Complete weekly outreach addressing outstanding holds, account balances, and other barriers to registration.
• Connect students with academic and student support resources, assist with scheduling appointments, and follow up to confirm connections.
• Refer significant personal, medical, mental health, basic-needs, family, and behavioral concerns to appropriate Student Affairs offices, while coordinating and following up within the assigned caseload.
• Document student contacts, alerts, referrals, and resolutions in the designated case-management system on the day they occur.
• Provide proactive, student-centered support by listening to concerns, identifying persistence barriers, and connecting students with University resources.
• Promote a positive student experience through timely follow-up and help students navigate University processes and route concerns to appropriate offices.
• Collaborate with academic advising, Student Financial Services, student accounts, housing and dining, academic support services, Student Affairs, and other University offices to address student needs.
• Work with the supervisor and Institutional Research to receive, maintain, and update caseload assignments and monitor student engagement and outcomes.
• Follow outreach and referral protocols, consult the supervisor about role responsibilities or service pathways, and share caseload activity, emerging concerns, and outcomes.

Benefits

• Employer-paid tuition benefits for bachelor’s programs for the employee, spouse, and dependents, and for master’s programs for the employee and spouse.
• Tuition discounts for doctoral programs for the employee.
• Comprehensive benefits plan including medical, dental, vision, life insurance, disability insurance, and retirement options.
• Paid holidays and breaks, including MLK Jr. Day, Good Friday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving break, and winter break.
• Free Friday lunch for employees at Evans Commons Dining Hall or Spellman Dining Hall, including Chick-fil-A and Qdoba.
• Professional development opportunities through the Lindenwood Learning Academy.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level