Student Success Associate

Key Responsibility Areas (KRAs) for Relationship Manager (Customer Success Roles) at

Mentor Match

1. Ensure Regular Session Consumption

Monitor session utilization for each student and address delays or low consumption trends.

Proactively engage with students and parents to discuss progress and encourage timely session completion.

2. Drive Student Academic Progress

Collaborate with tutors to track student performance and provide actionable feedback to parents.

Recommend additional support or resources to enhance academic outcomes.

3. Maximize Student Retention

Conduct regular check-ins with both students and tutors to resolve issues promptly.

Implement feedback loops to improve satisfaction and minimize churn.

4. Increase Referrals

Leverage positive relationships to encourage referrals from satisfied parents and students.

Partner with the marketing team to streamline referral incentives and communication.

5. Provide On-Time and Effective Customer Support

Respond to customer queries within SLA timeframes (email, phone, or chat).

Solve escalations efficiently, ensuring customer satisfaction and trust.

6. Build Relationships to Improve LTV

Conduct bi-monthly touchpoints with customers to discuss student progress and potential upsell opportunities.

Act as a trusted advisor for customers to create long-term value.