Senior Student Success Manager 

Job Title: Senior Student Success Manager 

Job location: Chicago 

Job Type: Full time  
Pay Type: Salaried  
Pay Range: $65,000 - $70,000 

Anticipated Start Date:  immediate 

Reports To: Vice President – Training Centers  

Direct reports: Student Success team  

ABOUT THE SECOND CITY  

Dedicated to entertaining, inspiring, and transforming through courageous comedy, The Second City is the premier brand in improv-based sketch comedy. With sold-out shows playing on stages in Chicago and Toronto, Second City’s Touring and Theatrical companies entertain an additional one million theatergoers a year around the globe. The Second City Training Center is the largest school of improvisation-based arts on the planet, with locations in Chicago and Toronto. Second City Works, the B2B side of Second City, has brought award-winning improvisation and audience-driven techniques to over 600 Fortune 1000 companies, challenging businesses seeking a more collaborative culture to innovate through development programs, original digital and video content, campaign consultation, private events, and more. 

Position Summary: 

Join the Second City Training Center and play a pivotal role in shaping the educational experience for our diverse community of students. As Senior Student Success Manager, you will lead the team that oversees the student journey from registration onwards - combining elements of the roles of guidance counselor, registrar, and customer service manager. Reporting directly to the Vice President – Training Centers, you will drive efforts to advise on learning pathways, enhance student communications, and promote retention; all while fostering a welcoming and inclusive environment. 

Key Responsibilities: 

• Team Management: Manage a team of both local and remote members, responsible for their development, training, and upskilling. Setting & managing strategic objectives for the Student Success Team. 

• Student Guidance: Provide expert guidance on learning pathways and opportunities for professional and personal development within the Training Center, ensuring that each student's journey is tailored to their unique goals. 

• Retention and Re-entry: Responsible for all efforts to track enrollment trends, meet retention targets while minimizing churn, identify areas for improvement, and address student needs. Collaborating with the broader Training Center team to promote student retention and re-entry into the Training Center ecosystem. These efforts include leading & supporting student-focused events including Student Orientation sessions and Training Center Open Houses. 

• Student Communications: Foster effective and empathetic communication with our diverse student body to create a dynamic and supportive community. 

• Case Management: Serve as a dedicated case manager, proactively addressing and resolving student concerns and escalations to maintain a healthy social and behavioral climate. 

• Data Analysis: Utilize data aggregation and analysis, including responses to student surveys and feedback, to continuously improve the student experience and optimize sales & retention efforts. 

• Payment Support and Scholarships: Administer scholarship programs, develop payment plans for students facing financial barriers, and provide guidance on payment options to optimize access for all. 

Qualifications: 

• Strong proficiency in Diversity, Equity, Inclusion, and Accessibility work, with a track record of supporting students from diverse backgrounds and experiences. 

• Proficiency in Microsoft Suite and Salesforce, or similar online registration and CRM systems. 

• Ability to generate, analyze, and present reports to drive data-informed decision-making. 

• Strong communication and interpersonal skills. 

• Passion for guiding students on their educational journey. 

• Proven ability to enhance student retention and engagement. 

• Sales and marketing skills are a strong asset. 

• Empathy and dedication to resolving student concerns effectively. 

• Innovative problem-solving skills. 

• Ability to work independently and as part of a team. 

• Results-oriented with a track record of making a real impact.