We’re looking for a Student Success Director to join our team and lead the charge on delivering world-class student experiences for the Lifestyle Business Academy (LBA).

Over the next 3 years, we’re scaling LBA into a world-leading online business school that helps entrepreneurs build profitable, sustainable businesses without burning out. We need someone who can own the entire student journey – from the moment someone enrols through to the moment they land their dream outcome (and beyond).

This isn’t just about keeping students happy; it’s about building systems, managing a high-performing team, and ensuring our students get tangible, life-changing results. We’re talking about helping people build 6 and 7-figure businesses, create financial freedom, and design lives they actually love.

You’ll be responsible for building and running a world-class student success operation, managing our coaching team, optimising our fulfilment systems, and ensuring that we’re delivering results for our students.

If you love building systems, leading teams, creating exceptional experiences, and helping entrepreneurs genuinely transform their lives and businesses, this role is for you.

Type: Full-time

Location: Remote (USA / Europe preferred for timezone alignment, although if you’re in a different location and open to working weird hours, that works too)

Salary: Competitive Base + Performance Bonus + we can talk about % profit share too. This is one of the highest leverage roles in the business – we’re willing to pay whatever it takes to find someone amazing 🙂

What You’ll Do

🎯 Lead the Student Success Function – You’ll own the entire Student Success department of LBA as a high-performing operation, setting clear standards, establishing weekly rhythms and meeting cadences, and creating a sustainable culture of success. This means the department should feel calm, consistent, and scalable as we grow, not chaotic and firefighting. You’ll be accountable for student health, retention, refund rates, completion metrics, and overall delivery quality, reporting weekly to leadership with not just numbers, but interpretation, trends, and action plans that drive real improvement.

👥 Manage & Develop the Coaching Team – You’ll run 1:1s with each coach to monitor student progress, coach performance, and team wellbeing. This includes conducting regular call reviews, providing constructive feedback and setting clear performance standards so coaches know exactly what “good” looks like and how to deliver it consistently. You’ll also own hiring, onboarding, and performance management for the entire team, raising the bar on coaching quality over time and ensuring coaches are equipped to lead to standout student transformations.

📚 Own the End-to-End Programme Experience – From enrolment to graduation and beyond, you’re responsible for ensuring the student journey is coherent, high-quality, and consistently delivers outcomes. You’ll gather feedback at multiple touch points (onboarding, mid-programme, graduation, refund conversations), analyse themes, and translate them into concrete improvements across curriculum sequencing, community features, coaching formats, and support processes.

🔧 Own the Fulfilment Operating System – You’ll help develop and maintain the entire fulfilment “operating system” for LBA, ensuring every step of delivery is documented, repeatable, and scalable. This includes building clear Playbooks for all critical breakpoints (enrolment, squad assignment, coach handoffs, technical issues, payment failures, graduation) and edge cases, so that new team members can ramp quickly without creating delivery risk and the core customer journey can be executed consistently. You’ll continually identify bottlenecks and failure points, prioritise fixes by impact, and implement process improvements that reduce manual load and increase reliability, ensuring the team can scale without chaos.

🚨 Act as Primary Escalation Owner – When serious student issues arise (refunds, complaints, drop-offs, major dissatisfaction), you own the supervision of the resolution. More importantly, you translate these problems into permanent system improvements rather than letting them become recurring fire drills. You’ll ensure issues are resolved in a way that protects trust and maintains financial discipline, while also feeding insights back into improving onboarding, expectation-setting, delivery quality, or product features so the same problems don’t keep happening.

📊 Maintain Proactive Student Health Systems – You’ll develop and maintain systems to identify at-risk students early based on engagement signals (attendance, participation, progress tracking, sentiment). This includes creating clear intervention workflows and playbooks so coaches and support staff know exactly what to do when a student is slipping, enabling the team to provide consistent support before students churn. You’ll also develop leading indicators that predict student success and satisfaction, making student health measurable and steerable rather than reactive and chaotic.

💬 Own Student Support & Communications – You’ll ensure the student-facing support experience is fast, clear, on-brand, and consistently helpful, with questions answered within agreed timelines and recurring issues flagged to ops for permanent fixes. This includes designing and maintaining communication systems that support implementation and engagement (onboarding sequences, weekly guidance emails, call reminders, progress prompts, community moderation), creating systems for handling refunds, failed payments, and access issues professionally, and using support interactions as a feedback loop to identify friction points and translate them into improvements across onboarding, delivery, and communications.

🔄 Drive Retention & Lifetime Value – You’ll own the retention strategy for LBA, reducing churn by improving student outcomes, fixing delivery problems, tightening expectation-setting with sales and marketing, and building proactive intervention systems. This includes monitoring student progress, encouraging coaches to offer upgrades and renewals when appropriate, creating alumni and continued engagement systems to keep graduates warm and connected, and working with leadership to understand what drives retention and lifetime value so the business can double down on what works and fix what doesn’t.

🔬 Research, Innovate & Stay Ahead – You’ll continuously look for ways to improve services and processes, bringing new ideas for enhancing the student experience, increasing engagement, and supporting better outcomes. This includes staying ahead of industry trends in online education and coaching delivery, testing innovations that improve student engagement and outcomes (new accountability formats, community experiments, tooling, event structures), and ensuring changes are measured properly so learnings compound over time and raise the bar each cohort.

What We’re Looking For

✅ Proven leadership experience in client or student success You’ve got experience in a CSM or equivalent leadership role, ideally within online education or coaching programmes. We need someone who has genuinely helped build and maintain customer-facing operations before, led teams of coaches, and delivered exceptional experiences to clients at scale.

✅ Strong people management skills You’ve led teams of 5+ people and you know what it takes to set clear standards, give constructive feedback, and bring out the best in high performers. You know how to build a culture people actually want to be part of, hold individuals accountable to key metrics, and have the difficult conversations when they’re needed.

✅ A systems-thinking mindset You naturally see where processes break down and you know how to fix them. You love building and maintaining SOPs, workflows, and operational systems that scale without needing constant oversight. When problems arise, you don’t just flag them. You analyse the root cause, identify solutions, and implement them, often under pressure and often with a bit of creative thinking.

✅ Strategic thinking with the ability to execute You can develop and implement strategic plans that align with broader organisational goals, not just manage the day-to-day. You understand the big picture, make informed decisions with the information available to you, and adapt your approach as market conditions and business priorities evolve.

✅ Deep operational understanding of the client journey You have a thorough understanding of what it takes to take a client from enrolment all the way through to their goal outcome. You know where the friction points typically are, and you have a track record of optimising operations to make that journey more efficient, more enjoyable, and more successful.

✅ Knowledge of the high-ticket education space You understand the landscape of high-ticket educational programmes, the trends, the challenges, and what separates the best operators from the rest. This context helps you make smarter strategic decisions and anticipate problems before they arise.

✅ Comfort with data and metrics You’re not just comfortable with numbers. You use them to guide strategy. You can interpret performance data, identify what it’s telling you, and communicate those insights clearly to both the people you manage and the leadership team in a way that drives real action.

✅ Comfortable with ambiguity and pace You thrive in environments where priorities shift, information is imperfect, and decisions still need to be made. You don’t need everything to be fully defined before you can move forward. You’re calm under uncertainty and you keep the team grounded when things are moving fast.

✅ Familiar with the tools we use You have hands-on experience with community platforms, CRM tools, and automation tools. Familiarity with Circle, Notion, and Slack is a plus, and you’re the kind of person who picks up new tools quickly when the situation calls for it.

✅ High Trust & Reliable We’re a small team and the people we bring in matter enormously. You take ownership when things go wrong, you don’t play politics, and you treat everyone on the team with genuine respect. We’d rather have someone with slightly less experience and extraordinary character than the other way around.

✅ A genuine love for what we do We help people transform their careers and build lives they love. If you’re genuinely excited by the idea that a great coaching experience can change someone’s trajectory, and you want to be the person who makes sure that happens at scale, this role will feel like a calling, not just a job.

What We Offer

🌍 Impact – Your work will directly impact thousands of entrepreneurs worldwide who are building life-changing businesses.

🧠 Ownership – You’ll have full ownership of the student success function with the freedom to innovate and build systems your way.

📈 Growth – This is a leadership role with significant growth potential as we scale. You’ll work directly with founders and have real input on product strategy.

✈️ Team Retreats – Join us for team off-sites in exciting locations around the world.

💰 Performance Bonus – Earn additional compensation for renewals and referrals generated through the programme.

How to Apply

📩 Application Form – Please fill out this application form and tell us why you’d be a great fit for this role.

💬 Next Steps – If we like your application, we’ll invite you for an initial screening interview. We’ll close this as soon as we find the right person. So if you’re reading this, the role is still open. Apply! 😊