Job Specifications
Client Success Manager (CSM III) – Operations, Onboarding & Experience
About Admittedly: Founded by the former Director of MBA Admissions at UPenn’s Wharton School, Thomas has reviewed tens of thousands of applications and has spent over 20 years shaping admissions strategies at the highest levels—not just for students, but for governments and top institutions around the world. Today, he leads Admittedly with that same strategic clarity, helping students craft applications that stand out in all the right ways. We’re a fast-growing startup, which means we’re building in real time: learning from our clients, refining our systems, and creating processes that will define the future of how admissions support is delivered.
About the Role: We’re looking for a Client Success Manager (CSM) who thrives in a dynamic, fast-evolving environment — someone who can balance structure with creativity and help us build systems that scale without losing our personal touch. This role blends client-facing coordination, operational management, and program insight. You’ll work directly with families, counselors, and leadership to ensure every student’s journey is seamless — from onboarding to milestone delivery to satisfaction and review. Unlike traditional success roles, this position will also be part of shaping how we work: defining playbooks, identifying gaps, and creating efficiencies as we grow. This role is intended to be full-time, and you will be joining two other CSM's.
What You’ll Do : Client Experience & Program Management
Conduct welcome calls for new families, setting expectations and tone for the full program journey
Guide onboarding for Maia Learning and Prompt, ensuring a smooth handoff from sales to counseling.
Serve as the primary contact for client questions, triaging admissions-related inquiries to senior CSMs or counselors when appropriate.
Ensure every family has clarity, context, and next steps after major milestones.
Identify friction points in the client journey and propose process fixes proactively.
Operational Execution & System Building :
Manage workflows across HubSpot, Maia Learning, and Prompt to ensure clean, up-to-date records.
Track onboarding completions, milestone delivery, and student progress — reporting key metrics bi-weekly.
Partner with sales, operations, and counseling to refine:
Intake-to-counselor assignment flow, Milestone scheduling and tracking , Report and deliverable automation
Culture and Pay:
We are a diverse and intelligent group of individuals who work hard and do not micromanage. We trust you to do your work, and we don't pretend to be your family. We value transparent and honest feedback, and encourage everyone to voice their opinions and perspectives. Currently, we envision this role as an 80/20 or a 90/10 split w/ a base of 75k + dependent on location and qualifications.
Must Haves:
Minimum 2–4+ years in client success, operations, education services, or project management — ideally within a startup, edtech, or higher ed service-based environment.
Startup Mindset:Thrives in fast-paced, evolving settings where structure is built as you go. Comfortable creating systems from scratch and iterating quickly as the company scales.
Decision-Making & Ownership:Confident making independent calls within defined guardrails. Knows when to escalate vs. when to act, and takes responsibility for outcomes.
Organization & Follow-Through:Demonstrated ability to manage multiple client workflows simultaneously with precision, meeting SLAs without compromising quality.
Operational Fluency:Proficient using tools such as HubSpot, Maia Learning, Prompt, Slack, and Notion, with an ability to learn new platforms quickly.
Communication Skills: Exceptional written and verbal communicator who can balance warmth with professionalism — comfortable speaking with parents, students, and internal teams alike.
Systems & Process Orientation: Enjoys creating, refining, and documenting workflows that improve efficiency and client satisfaction.Adaptability & Initiative: Energized by change, ambiguity, and opportunity. You don’t wait for direction — you anticipate needs and propose solutions. Collaboration: Proven ability to work cross-functionally across Sales, Operations, and Counseling while keeping teams aligned and informed.
Client Empathy:Deep care for the student and family experience — ensuring every touchpoint feels supported, thoughtful, and personal.
About the Company
A new paradigm in college admissions. 21 years ago I received a call from Vice Dean Anjani Jain at the Wharton School that changed my life. Taking a radical step away from my early career as an entrepreneur and VC investor, I decided to take a “sabbatical” and serve as the Director of MBA Admissions and Financial Aid at my alma mater, the Wharton School at the University of Pennsylvania. During my time at Wharton I realized that I loved admissions, and the complex, three-dimensional challenge it presented that was unique for...
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