[Hiring] Family Success Manager @Ingenius Prep

Role Description

We're looking for a thoughtful, dependable, and communicative Family Success Manager to act as a trusted bridge between families and our internal advising team. You'll be the key point of contact for parents throughout their child's study abroad journey—providing timely updates, thoughtful recommendations, and genuine care as their child progresses toward their goals.

What You'll Do

• The Trusted Contact for Families
  • Build long-term, positive relationships with families and keep them informed on academic planning and application progress.
  • Understand each family's concerns, preferences, and expectations, offering encouragement and insight.
  • Respond promptly and helpfully when challenges arise, ensuring families always feel heard and supported.
  • Proactively suggest internal offerings—such as courses, mentorship, or partner programs—based on the student's progress and future goals.
  • Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates.
• Project Progress & Service Quality Oversight
  • Collaborate closely with Graduate Coach, Former Admissions Officer, and course managers to ensure services are delivered to fulfill family needs.
  • Contribute and integrate the family's needs and perspectives when the counselor team develops roadmaps, application plans, and school lists, etc., for the student.
  • Track key performance indicators such as service completion rates, parent feedback records, and student engagement to identify risks early and intervene when necessary.
• Cross-Department Collaboration
  • Share frontline insights about family's needs with curriculum, operations, and product teams.
  • Coordinate all communication between internal advisors and external parents, ensuring messaging is aligned and delivery meets family needs.

Qualifications

• Bachelor's degree or above; background in education, psychology, communication, or business management preferred.
• At least 2 years of experience in education services, customer success, account management, or high-touch client support.
• Excellent verbal and written communication skills; calm under pressure; able to handle high-expectation clients with professionalism.
• Strong project management mindset and ability to multitask, prioritize, and drive execution across complex service plans.
• Proficiency in English and/or ability to communicate directly with overseas advisors and parents.
• Familiarity with U.S./U.K. admissions systems or previous experience in international education is a plus.

Preferred but Not Required

• Experience with Google products (Gmail, Docs, Chat, Gemini, etc.) or other collaboration tools.
• Regularly use AI tools to enhance productivity.
• Previous experience in college counseling, academic advising, or application support.
• Brings an optimistic and open mindset, with a proactive and solution-oriented approach to challenges; a collaborative team player who demonstrates patience and empathy, and builds trust even in complex or high-pressure situations.

Benefits

• Collaborate with diverse clients and counselors around the world.
• Be part of a team that helps students reach transformative admissions outcomes.
• A professional, collaborative, and mission-aligned work environment.
• A meaningful role where your efforts directly improve lives and futures.
• InGenius Prep offers employees a competitive salary along with paid time off, parental leave, remote work flexibility, professional development and a fun, collaborative work environment.