Success Specialist

Stellar Virtual • El Paso, TX

1d

About The Position

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.

Requirements

• 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, family engagement, or education support.
• Strong written and verbal communication skills.
• Experience working in a remote environment.
• High emotional intelligence and problem-solving skills.
• Adaptability in a fast-paced environment
• 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.

Nice To Haves

• Account management or customer service/success experience for B2C/direct to consumer customers preferred
• Proficiency with Salesforce/CRM systems and communication platforms.
• Family satisfaction (CSAT/NPS)
• Reduction in mid-year withdrawals

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree