Student Success Manager for a College Coaching Company

About the Company:

At College Admission Secrets - we have been helping high school students and their families achieve their college admissions goals for over 14 years. We have a deep understanding of the complex and ever-changing college admissions landscape, and we are committed to staying on top of the latest trends and best practices to provide you with the most effective guidance possible. 

About the Role:

We are looking for a motivated Student Success Manager specializing in College Admissions, who will play a pivotal role in ensuring prospective students and their families have a smooth and successful experience throughout the admissions process. Your primary focus will be on building strong relationships with students, guiding them through the complexities of college applications, and ultimately maximizing their chances of gaining admission to their desired institutions.

This is a full-time remote position. 

We are looking for a Student Success Manager specifically with these requirements:

• Excellent English written and verbal communication skills.
• Has at least 3+ years experience as a Student Success Manager and/or Customer Success/ Customer Relationship Manager in the Education, Training/Development, and/or Coaching space ( college admission coaching experience highly preferred)
• Experience working with brand image and promoting value through positive  customer experience
• Exceptional ability to communicate, empathize,  and foster positive relationships with customers/clients
• Has experience handling multiple accounts (families), preferably 50 -100 a month
• Has familiarity with Discord, Google Drive, Gmail, Slack, Calendly, and Zoom
• Thrives in a fast-paced, dynamic environment

Nice to have:

• Experience in identifying and executing upselling opportunities to maximize client value and revenue growth 
• Bachelor's degree and certification  in Education

Your responsibilities will include (but are not limited to):

• Proactively organizing meetings and interactive communications with students, parents, and internal team members as required to check progress, provide updates, support students in staying on schedule with milestones, and ensure client satisfaction;
• Utilizing all available resources to assist students with action steps to build their admission candidacy and address application-related questions;
• Serving as the main point of contact for clients, with an emphasis on parent liaison, and providing timely and accurate responses to inquiries concerning the college admissions process and the delivery of Crimson services;
• Provide empathetic guidance, conflict resolution, and situational coaching support as may be required by the clients;
• Contributing to the company’s revenue by proactively retaining clients, facilitating additional purchases of services (upsells), or generating referrals from current clients due to high satisfaction with the service they received;
• Conducting regular check-ins with students to ensure their well-being, health, and safety throughout their CAS journey, and providing necessary professional interventions.
• Mentoring students on transferable skills such as time and stress management, project management, and leadership, in conjunction with the wider team, to assist them in successfully achieving their academic and extracurricular goals.
• Coordinating and allocating students and tutors/mentors with the Tutor/Mentor Management team.
• Facilitating meetings with clients and the strategy team to create tutoring and consulting strategies.
• Closely monitoring client and tutor/mentor performance to ensure measurable outcomes.
• Sharing student/family feedback with the wider team, when applicable, and proactively aligning on necessary actions for issue resolution.
• Conducting internal discussions and alignment meetings within the service team regarding students' progress to ensure everyone is working effectively toward student success.
• Monitoring and reporting on student progress and strategically intervening where necessary for the benefit of the student.
• Staying up-to-date with local/regional and technological resources and contributing to a knowledge base.
• Effectively utilizing and maintaining our IT tool suite.
• Identifying and highlighting opportunities for service improvement and assisting in implementing them to meet present and future client needs.
• Staying up-to-date with standardized testing schedules and registrations to advise relevant stakeholders and support students as required.
• Assisting students in acquiring and preparing the necessary documentation for the application process (application fill-in, recommendation letters, transcripts, testing certificates, high school program review certifications, etc.).
• Translating documents and communications in various channels between parents and the wider services team, as required.

Growth Opportunities/Perks:

• We have an unlimited days off policy
• Paid Training
• Flexible working  hours 

This Position Is Perfect For You If…

You have a high level of resilience

Your ability to work well under pressure and maintain a positive outlook during uncertain times is commendable. You demonstrate a keen awareness of when to seek support and remain effective in stressful and ambiguous circumstances. Importantly, you approach challenges without defensiveness or irritation, and you are open to receiving feedback.

You possess Empathy, Professionalism & Customer Service Attitude: 

You act professionally in situations that provoke strong personal or emotional reactions, such as escalation scenarios. You handle customer complaints and criticism constructively by listening actively. You demonstrate patience and empathy in all situations, embodying a service mindset that shows genuine care and a desire to help others.

You value Teamwork & Collaboration

You are highly organized and exhibit strong time management skills. You are result-oriented and possess effective problem-solving abilities, approaching challenges with a can-do attitude. In the workplace, you demonstrate a positive demeanor and embrace a growth mindset.

Thank you for taking the time to consider this position. I look forward to hearing from you soon!