Customer Success Manager

Role: Customer Success Manager (Student Success Manager)

Remote (PST) | Full-Time

Overview

Serve as the primary point of contact for families, ensuring students are supported, on track, and motivated throughout the college journey. The role includes frequent live strategy presentations, onboarding, progress updates, and hands-on relationship management.

Responsibilities

• Family Strategy Presentations: Deliver multiple face-to-face strategy presentations per day, translating each student’s progress, plan, and next steps into a clear narrative that builds family trust.
• Relationship Management & Student Success: Guide families from onboarding through key milestones; proactively resolve issues with empathy and clarity and keep students aligned with timelines and milestones.
• Account Management Operations: Monitor engagement and progress to anticipate risks; coordinate issue resolution with counselors/mentors/internal teams and ensure prompt follow-up.
• Record Keeping: Maintain accurate records of interactions, progress updates, and success plans.
• Value Delivery & Growth: Tailor support to family goals; identify opportunities to upsell additional services (e.g., test prep, extra applications, research tracks, passion project mentoring).
• Cross-functional Collaboration: Work with Sales and Marketing on success stories, case studies, referrals, and testimonials.

Qualifications

Must-Have

• 1+ years in Customer Success, Account Management, Client Services, or direct experience as a college counselor/consultant.
• Strong understanding of holistic college admissions, profile development, and competitive positioning.
• Excellent interpersonal and communication skills; warm, clear, and confident with families.
• Comfortable delivering multiple live presentations per day.
• Ability to manage multiple students/families simultaneously while staying organized under pressure.
• Passion for student growth and long-term impact.
• Education requirement: T25 university background or admissions experience at a T25 school (including seasonal reader roles) at one of: USC, UC San Diego, UT Austin, Georgia Tech, NYU, Tufts, Boston University, UIUC, University of Washington, Northeastern, UNC Chapel Hill, Purdue.

Bonus

• Experience in both account management and college counseling.
• Background in education/admissions consulting or working with high-achieving students.