Ascent is a leading provider of innovative financial products and student support services that enable more students to access education and achieve academic and economic success. Everything Ascent offers is designed with the best-in-class teams and technology to increase every student's ability to plan, pay, and succeed in their education and career. Ascent's planning tools and financing resources are co-created by students for those in college, graduate school, and career training programs. Ascent offers financial wellness education, student success services, and one-on-one and digital career coaching that put students' academic and professional goals within reach. Ascent has been widely recognized for its strong culture – named “Best Places to Work” by the San Diego Business Journal for the past 5 years – and as an industry leader – named “Best Student Loan” by NerdWallet for the past 3 years.
The Manager, Customer Success is responsible for managing customer relationships and communications across all AscentUP programs, ensuring a seamless and successful experience for employers, learners, and partners. This role requires strong account management skills, a customer-centric mindset, and the ability to collaborate effectively with internal teams. The JOB TITLE will manage customer reporting, inquiries, and all customer support, onboarding, offboard and relationship needs.
Qualities We’re Looking For:
Mission-driven and excited to contribute to AscentUP’s goals of creating opportunities for learners and employers.
Detail-oriented and organized, with the ability to manage multiple customer relationships and ensure smooth communication.
Strong communicator who can connect with customers, understand their needs, and provide clear, empathetic guidance.
Adaptable and proactive, thriving in a fast-paced, start-up environment with shifting priorities.
Customer-focused, dedicated to delivering exceptional service and resolving challenges creatively.
Collaborative team player, ready to work across teams and contribute to program success.
In this role, you will be responsible for:
Customer Success & Account Management:
Develop and maintain strong relationships with customers across all programs, acting as the primary point of contact for assigned accounts.
Proactively engage with customers to understand their needs, goals, and pain points, ensuring high levels of satisfaction and retention.
Conduct regular check-ins and strategic reviews with customers to evaluate their experience and identify opportunities for improvement or additional support.
Collaborate with cross-functional teams to ensure customer onboarding, training, and program participation are seamless and effective.
Customer Support:
Manage the customer support inbox, ensuring timely and accurate responses to inquiries from learners.
Serve as a resource for troubleshooting issues and resolving escalated customer concerns, collaborating with internal teams as needed.
Monitor common customer questions and challenges to identify opportunities for improved resources, FAQs, or proactive communication.
Reporting and Insights:
Develop and deliver customer-facing reports on program participation, outcomes, and impact.
Use customer insights to recommend improvements to program offerings, processes, or communications.
Track key customer success metrics, such as satisfaction scores, retention rates, and engagement levels, and report findings to leadership.
Collaboration and Communication:
Work with the marketing team to develop targeted campaigns that drive customer engagement and promote program benefits.
Partner with product and learning teams to align offerings with customer needs and provide feedback for platform improvements.
Contribute to the development of scalable processes and tools that enhance customer success operations.
Employer Relationship Management:
Evaluate and approve project proposals submitted by employers to ensure alignment with program goals.
Lead employer onboarding, ensuring projects are well-scoped and employers are prepared to support learner success.
Monitor ongoing employer-learner partnerships, providing support and guidance as needed to ensure positive outcomes.
Flexibility in a Start-Up Environment:
Be prepared to take on additional responsibilities as the team and programs evolve.
Identify opportunities to improve processes, enhance customer experiences, and support the organization’s growth.
Act as a team player, stepping in to support cross-functional efforts as needed.
Competitive pay with bonus, and comprehensive benefits package that includes, but not limited to:
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