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Role Description

The Student Success Manager (SSM) is responsible for overseeing the student and family experience at Crimson. As the primary point of contact for students and their families, the SSM ensures that students stay on track with their program roadmap and achieve their academic and admissions goals. This role combines high-touch client relationship management with operational coordination.

In addition to managing a portfolio of students, the SSM will use excess capacity to support broader Student Success Associate (SSA) operational tasks, particularly supporting the USCA region during weekend coverage. The ideal candidate is highly organized, proactive, and comfortable balancing client-facing relationship management with operational coordination tasks across global teams.

Work Schedule: Wednesday – Sunday

Responsibilities

• Student Relationship Management
  • Serve as the primary point of contact for students and families, building strong relationships and maintaining trust throughout the student’s journey.
  • Monitor student progress and program utilization to ensure students remain on track with agreed milestones and goals.
  • Conduct regular check-ins with students and parents to review progress, provide updates, and ensure client satisfaction.
  • Proactively identify roadblocks or risks to student success and coordinate timely solutions.
  • Help students manage competing priorities and maintain progress on their roadmap.
• Internal Coordination
  • Coordinate with tutors, mentors, and internal specialists to ensure effective delivery of services.
  • Facilitate the allocation of tutors or mentors in collaboration with relevant internal teams.
  • Monitor tutor performance and student outcomes to ensure measurable progress.
  • Act as a liaison between students, parents, and Crimson team members.
  • Advocate for students internally and ensure timely resolution of issues.
• Operational and Administrative Support
  • Support operational tasks that contribute to efficient service delivery, including coordinating meetings, maintaining internal systems, and monitoring utilization of services.
  • Respond to student and parent queries via email and the Crimson App and coordinate with internal teams when support is required.
  • Carry out administrative tasks within agreed turnaround times to support the service delivery team.
  • Maintain accurate records in Crimson’s internal management systems.
• Weekend Regional Support (USCA)
  • Provide operational support coverage for the USCA region during weekends.
  • Assist with student communications, scheduling, and coordination tasks to ensure continuity of service across global teams.
  • Support Student Success Managers in the region with urgent coordination needs when required.
• Continuous Improvement
  • Identify opportunities to improve service delivery processes and operational efficiency.
  • Support departmental projects or initiatives aimed at improving scalability and student outcomes.
  • Contribute feedback from students and families to help improve Crimson services.

Qualifications

• Excellent written and verbal communication skills in English
• Strong organizational and time management skills
• Customer service mindset with empathy and professionalism
• Ability to manage multiple stakeholders and priorities
• Strong problem-solving and analytical thinking
• High attention to detail
• Ability to work independently in a fast-paced environment
• Availability to work Wednesday - Sunday

Preferred Experience

• Experience in project management, account management, or customer success
• Experience working with students, families, or in education
• Knowledge of U.S. university admissions or the international education system

Benefits

• Rapidly growing start up, with a flexible working environment where you will be empowered to structure how you work
• Limitless development and exposure - our internal promotions/role changes made up 33% of all recruitment last year
• $1000 individual training budget per year, we love to ‘Level Up’ (it’s one of our core values)!
• Psychologist on staff
• Insightful fireside chats and workshops to help support our high-performing and ambitious team
• Radical Candor is a feedback approach we live by
• We’re a global player with 28 markets (and growing) across the globe. Most roles have the option to work from one of our many offices or remotely!