Student Success Manager Full Time NEW

Student Success Manager

Based: Walbrook Institute London
Salary:  Up to £48,000 per annum
Hours: 37.5 hours/week
Contract: Full-time, permanent
 
Are you passionate about supporting students and delivering an outstanding student experience in a higher education environment?

Do you thrive in a fast-paced, student-centred setting and enjoy leading teams who make a real difference to student outcomes?
 
Are you committed to inclusivity, wellbeing, and helping students succeed?
 
Then apply for our Student Success Manager role, based at our central London campus.
 
Role Overview:

The Student Success Manager plays a key role in delivering an inclusive, high-quality experience at Walbrook Institute London. Leading the frontline Student Success team, you will be ensure students studying both on campus and online feel supported, engaged and able to succeed throughout their learning journey.
 
Providing day-to-day leadership to the Student Success Coordinators, you will set clear expectations, embed best practice and foster a welcoming, student-centred support culture. You will oversee the delivery of proactive and responsive support, with a focus on engagement, wellbeing, retention and a string sense of belonging.
 
Reporting to the Head of Student Engagement, you will work collaboratively with colleagues across engagement, academic and professional services to ensure seamless support throughout the student journey. You will champion the student voice, identify service improvements and develop targeted interventions.
 
This role is primarily based at our central London campus, placing you at the heart of a vibrant and diverse student community. You will spend most of the working week on site, contributing to a hybrid model of support delivery. Flexible working arrangements may be discussed at interview stage.
 
Key Responsibilities:

• Lead and manage the Student Success Coordinators to deliver high-quality, accessible frontline support for students, both in person and online.
• Monitor student attendance and engagement, proactively identifying and supporting students who may be at risk or in need of additional intervention.
• Champion the student voice, coordinating surveys, forums and feedback activities to ensure student insight informs service improvement.
• Use engagement, retention and performance data to identify trends and develop targeted initiatives that strengthen student belonging and success across campus and online communities.
• Work collaboratively with cross-functional teams to ensure seamless, joined-up support across the whole student journey.
• Support the planning and delivery of student experience and engagement events.
• Maintain accurate student records, contribute to service KPIs, and ensure compliance with safeguarding, data protection and institutional policies, keeping student wellbeing at the heart of everything we do.

Skills and Qualifications:

• Previous experience in student support, education or a related role, preferably within a higher education environment.
• Strong leadership, communication and relationship-building skills, with experience managing or coordinating teams.
• Experience supporting online and/or international students, with an understanding of the differing needs, challenges and expectations of diverse learner communities.
• Confidence using digital systems, data and online platforms to support student engagement and wellbeing
• The ability to organise, prioritise and remain flexible in a fast-paced environment.
• A genuine commitment to equality, diversity, and inclusion, with empathy and confidence in supporting students from a wide range of cultural and educational backgrounds.
• Experience working within a PE-backed, private or non-traditional higher education provider is desirable
• Experience in a leadership or management role within the online programme management (OPM) or online education sector is desirable.

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To apply please submit your CV and a covering letter outlining your suitability for the role.  Please note that applications without a covering letter will not be considered.
 
Please note: we may close this vacancy early if we receive a high volume of applications. Due to application volumes, we may be unable to provide feedback to unsuccessful applicants.
 
As part of your salary and benefits package, you’ll receive:
 
Lifestyle

• Company pension plan
• Private medical insurance
• Life insurance
• Perkbox membership

Life balance

• Work Your Way – flexibility that works for you
• Generous holiday entitlements, increasing with length of service 
• Excellent maternity & paternity policies
• Volunteering days
• Birthday day off

Wellbeing

• Wellbeing Group programmes 
• Twice a year “wellbeing pass” to allow time for yourself
• Employee Assistance Programme (EAP)

Closing date:  26 April 2026 

Interviews: w/c 27 April 2026