Customer Success Manager

This is a remote position.

Our client is looking for a Customer Success Manager to oversee the student experience and serve as the primary point of contact for enrolled professionals throughout their journey. They operate in healthcare education and international career transition and have expanded their services beyond training to include licensing guidance, career preparation, and access to specialized professional partners.

This person will act as the connection between students and the internal operations team, ensuring that every client remains informed, engaged, accountable, and supported. The Customer Success Manager will proactively monitor progress, coordinate solutions across departments, and resolve most day to day concerns independently without requiring founder involvement.

The ideal candidate combines empathy with accountability, communicates confidently in both English and Portuguese, and is passionate about providing a personalized, concierge level experience. Success in this position will directly contribute to student satisfaction, retention, program completion, payment compliance, referrals, and operational excellence.

• Serve as the dedicated relationship manager and primary contact for assigned students after enrollment.

• Build trusted relationships by understanding each student’s goals, timeline, current status, and long term career objectives.

• Respond to student messages promptly and provide same day answers whenever possible.

• Lead each student’s initial onboarding and introduce the overall program roadmap, expectations, timelines, communication channels, and relevant departments.

• Collect missing documents and address initial questions.

• Conduct a second onboarding follow up to confirm that initial tasks have been completed.

• Review upcoming milestones and introduce additional services, resources, or partners when appropriate.

• Contact every active student proactively at least once every two weeks.

• Review academic, licensing, documentation, career, and immigration related progress.

• Ask whether the student needs additional assistance.

• Identify concerns, obstacles, or disengagement before they escalate.

• Own each student’s journey from enrollment through program completion.

• Develop and maintain an individualized Student Success Roadmap based on the student’s goals and timeline.

• Identify upcoming milestones, dependencies, and required actions.

• Help students remain on track toward licensing, program completion, and career objectives.

• Maintain accurate records of enrollment stages, academic progress, completed exams, pending requirements, and licensing milestones.

• Monitor documentation, fellowship participation, graduation status, and applicable immigration milestones.

• Follow up on missing assignments, forms, payments, or other outstanding actions.

• Confirm that required documents are submitted on time.

• Keep accurate timelines for each active student.

• Coordinate communication between Admissions, Academic Coordination, Licensing, Operations, Finance, Marketing, Faculty, Compliance, and the Executive Team.

• Ensure that all relevant departments understand each student’s needs and pending actions.

• Contact the appropriate department when additional information or specialized assistance is needed.

• Follow up internally until open matters are fully resolved.

Issue Resolution

• Investigate student questions and concerns before they become larger problems.

• Coordinate practical solutions with the appropriate departments.

• Resolve routine matters independently and escalate urgent or complex cases appropriately.

• Follow up with students until each issue is fully closed.

• Document recurring concerns and recommend improvements to internal processes.

Student Accountability and Engagement

• Remind students about deadlines, assignments, exams, documentation, and scheduled activities.

• Encourage course participation and consistent engagement.

• Motivate students during challenging phases of their journey.

• Balance empathy with clear expectations and accountability.

• Reinforce the connection between current responsibilities and each student’s long term goals.

• Monitor immigration related action items without providing legal advice.

• Confirm that students have connected with the appropriate immigration attorneys or legal partners.

• Encourage students to begin planning early when immigration steps could affect their overall timeline.

• Coordinate meetings with internal teams and immigration partners when necessary.

• Follow up on pending actions and escalate delays that may affect the student’s roadmap.

• Identify students interested in opening or operating a business in the United States.

• Coordinate introductions to accounting, legal, business, and other professional partners.

• Work with Operations to arrange meetings with partners in the United States and Brazil.

• Help students understand administrative next steps based on information provided by qualified partners.

• Follow up on implementation progress without providing legal, accounting, or immigration advice.

• Identify networking, fellowship, conference, speaking, mentorship, and professional development opportunities aligned with each student’s goals.

• Connect students with relevant alumni, faculty members, mentors, and strategic partners.

• Share relevant updates about the United States healthcare and aesthetics industries.

• Recognize student publications, certifications, licenses, clinic openings, promotions, awards, and professional milestones.

• Share approved student success stories with the broader community.

• Encourage connections and networking among students and alumni.

• Strengthen students’ sense of belonging throughout the program.

• Maintain an accurate birthday and milestone calendar.

• Coordinate gifts with Operations and ensure orders are requested at least 15 days in advance.

• Monitor warning signs such as low engagement, missed classes, incomplete documentation, payment difficulties, communication gaps, dissatisfaction, or repeated delays.

• Create recovery plans before concerns escalate.

• Coordinate internal support and monitor whether the recovery plan is working.

• Update the CRM after every relevant student interaction.

• Log calls, emails, meetings, notes, decisions, commitments, and follow up actions.

• Ensure another team member could understand the complete status of a student by reviewing the CRM record.

• Prepare weekly updates covering active students, new concerns, unresolved matters, and urgent escalations.

• Prepare biweekly reports covering student progress, at risk cases, program completion, wins, testimonials, and escalated matters.

• Support monthly reporting on retention, satisfaction trends, recurring operational issues, and improvement opportunities.

• Professional fluency in both English and Portuguese, written and spoken.

• Previous experience in Customer Success, Client Success, Account Management, Student Services, Client Relations, Case Management, or another client facing function.

• Demonstrated experience managing multiple students, clients, or accounts simultaneously.

• Excellent written and verbal communication skills.

• Strong organization, prioritization, time management, and follow through.

• Proactive problem solving skills and the ability to anticipate issues.

• High emotional intelligence and the ability to communicate with empathy and professionalism.

• Strong attention to detail and accurate documentation habits.

• Experience working with CRM platforms and productivity tools.

• Proficiency with Google Workspace, including Gmail, Calendar, Docs, Sheets, and Drive.

• Ability to work independently while coordinating effectively with multiple internal teams.

• Ability to handle sensitive client situations with discretion.

• Commitment to delivering a premium and highly personalized client experience.

• Comfort working in a fast paced environment where priorities may change.

• Bachelor’s degree in Business Administration, Communications, Healthcare Administration, Education, International Relations, or a related field is preferred.

• Experience supporting students, healthcare professionals, international clients, or individuals navigating complex multistep processes is highly desirable.

• Experience in healthcare, education, immigration services, licensing, professional training, or international career transition programs is preferred.

• Previous experience in a startup, growing company, or fast paced organization is an advantage.

• Knowledge of the United States healthcare, aesthetics, professional licensing, or education industries is a plus.

• Professional proficiency in Spanish is a plus.

• Part time position.

• 100% remote opportunity for candidates located in Latin America.

• Meaningful work supporting healthcare professionals through important academic and career transitions.

• High level of ownership and autonomy.

• Opportunity to collaborate with operations, education, licensing, career, and professional service teams.

• Exposure to international healthcare education and career transition programs.

• Opportunity to influence client experience processes as the organization continues to grow.

• Supportive and mission driven working environment.