[Hiring] Family Success Manager @OpenEd

Role Description

The Family Success Manager is a subject-matter expert for their assigned states. The FSM owns the success of their assigned families, from onboarding through re-enrollment. The role centers on proactive relationship and retention work, making the calls on how to keep each family engaged, with the FSM also serving as the escalation point when frontline support can't resolve an issue.

FSMs drive outbound relationship, education, and retention work for their assigned book of families. The core mindset: if it’s your family, you own the outcome.

Essential Functions/Your Immediate Impact

• Manage a portfolio of families, developing and executing engagement and retention plans tailored to each state's requirements and family needs.
• Own the onboarding experience from enrollment through a successful start, including orientations, Q&A sessions, and parent 1:1s.
• Ensure families understand learning expectations, attendance, learning logs, funding, ordering, academic supports, and key deadlines.
• Assess student and family needs and determine the appropriate intervention, including additional academic support or connect them to tutoring, live support, or the Learning Team.
• Maintain expert-level knowledge of the OpenEd platform, curriculum/resources, wallet/funding, ordering, tutoring, the Learning Team, assessments, learning logs, attendance, onboarding, and partner districts.
• Serve as the state SME on program requirements, state deadlines, enrollment and partner-district requirements, attendance and assessment rules, funding basics, grade placement rules, and state-specific parent pain points.
• Host office hours and state-specific sessions (e.g., assessments) to deepen family understanding.
• Maintain working knowledge of adjacent areas (e.g., SPED, curriculum options) sufficient to support families directly and know when to elevate to the Learning Team.
• Own family health monitoring for the assigned book of families, running proactive health checks to surface problems before they escalate.
• Proactively intervene on learning log, assessment, and attendance issues.
• Help families understand what’s needed to remain active, and intervene before a family reaches the point of withdrawal.
• Identify disengaging families and re-engage them.
• Own renewal by guiding returning families through re-enrollment questions and requirements.
• Handle the tough cases frontline support can't resolve, and decide how to make it right for the family.
• Own the family’s issue until it’s appropriately resolved or handed off; never leave a family to bounce between departments unassisted.
• Own the family relationship end to end, including communication from other departments, so families never get mixed messages or bounce between teams.
• Lead Facebook community engagement for your assigned states, spotting trends in family sentiment and deciding when and how OpenEd responds, including questions tagged for OpenEd HQ.
• Identify recurring or systemic issues and recommend process, communication, or training improvements, supported by SOPs.
• Attend team meetings as requested or required.
• Lead by example to foster an environment that is supportive of OpenEd’s values and represent OpenEd with a high level of integrity and professionalism.
• Adhere to all federal, state and/or local regulations, OpenEd policies and procedures, and other compliance obligations.
• Perform other duties as assigned.

Success Metrics

• Health of book of business: Sustained or improving family satisfaction, and a downward trend in inbound ticket volume as proactive work reduces avoidable contact.
• Retention: Retention and re-enrollment outcomes for the assigned book of families, for which the FSM is directly responsible.
• CSAT: CSAT of 90% or higher.

Who You Are

• An owner: when a family is yours, you see their issue through to resolution.
• A strong communicator by phone and in writing, comfortable owning difficult conversations and de-escalating concerned parents.
• Self-directed and able to manage a book of families across multiple touchpoints (phone, email, Facebook, in-person/virtual sessions) without close daily oversight.
• Comfortable presenting to groups, including onboarding sessions, info sessions, and office hours.
• Detail-oriented, able to track state-specific requirements and deadlines across an assigned territory without dropping items.

Qualifications

• Prior experience in family/customer support or account management roles at scale.
• Prior K-12, homeschool, or virtual education experience is a plus, not required.
• Experience with CRM/support platforms such as HubSpot, Salesforce, or Zendesk is a plus.

Requirements

• Ability to handle a high volume of phone and email communication and meet monitored answer-rate and callback SLAs.
• Commitment to maintaining flexible availability during traditional business hours in the Mountain Time Zone.
• Familiarity with Google products such as Gmail, Calendar, Docs, Forms, Sheet, etc.
• Access to a smartphone, high-speed internet, computer, webcam, and headset.
• Must be eligible to work in the U.S.

Reporting Line

This position reports to the Team Lead, Family Success.

EEO Statement

OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

OpenEd participates in E-Verify.