- Company Name
- Admittedly Inc.
- Job Title
- Customer Success Manager:
- Job Description
-
**Job Title**
Customer Success Manager (Client Success Manager – Operations, Onboarding & Experience)
**Role Summary**
Lead client experience and operational management for new families in an education technology environment. Build scalable processes, manage workflows, and serve as the primary point of contact from onboarding through milestone delivery, while collaborating with Sales, Operations, and Counseling teams to continuously improve client journeys and internal systems.
**Expectations**
- Deliver a seamless onboarding and journey experience for families, counselors, and students.
- Proactively identify friction in the client journey and propose effective process improvements.
- Manage multiple client workflows simultaneously, meeting SLAs and quality standards.
- Own end‑to‑end client interactions while escalating appropriately.
- Participate in shaping company playbooks and operational frameworks.
**Key Responsibilities**
- Conduct welcome calls, set program expectations, and guide onboarding for Maia Learning and Prompt.
- Serve as the primary client advocate; triage inquiries to senior CSMs or counselors.
- Ensure families receive clear next steps after key milestones.
- Identify, document, and recommend fixes for journey friction points.
- Maintain and update records in HubSpot, Maia Learning, Prompt, Slack, and Notion.
- Track onboarding completion, milestone delivery, and student progress; report metrics bi‑weekly.
- Collaborate with Sales, Operations, and Counseling to refine intake‑to‑counselor assignment flows, milestone scheduling, and report automation.
- Build, refine, and document workflow playbooks to increase efficiency and client satisfaction.
**Required Skills**
- 2–4+ years in client success, operations, education services, or project management (start‑up, edtech, or higher‑ed service preferred).
- Startup mindset: able to design and iterate systems on the fly.
- Strong decision‑making, ownership, and escalation discipline.
- Excellent organizational skills; manage multiple workflows with precision.
- Operational fluency: HubSpot, Maia Learning, Prompt, Slack, Notion (quick learner).
- Exceptional written and verbal communication; comfortable speaking with parents, students, and internal teams.
- System & process orientation: documentation, workflow creation, and efficiency focus.
- Adaptability, initiative, and proactive problem solving.
- Cross‑functional collaboration with Sales, Operations, and Counseling.
- Deep empathy for the student and family experience.
**Required Education & Certifications**
- Bachelor’s degree (or equivalent experience) in business, education, communications, or related field.
- Professional certifications in customer success, project management, or operations are a plus.