Family Success Manager

As a Family Success Manager, you are the front line of the family experience, from first conversation through enrollment and beyond. This is a high-energy, high-volume role that blends outbound engagement with ongoing relationship ownership.

You will actively reach out to families, guide them through enrollment, and stay connected to ensure they feel confident, supported, and on track. You remove friction, answer questions, and help families take the next step, quickly and clearly.

- Own daily outreach to prospective and applying families via phone, SMS, and email

- Follow structured sequences (calls + texts + emails) to move families from interest → application → enrollment

- Lead conversations that uncover needs, answer questions, and confidently guide next steps

- Reduce drop-off by identifying and removing blockers in real time

- Support families through enrollment tasks with clarity and urgency

- Ensure families feel confident in their education plan and next steps

- Reinforce that OpenEd is simple, flexible, and supported every step of the way

- Stay connected with enrolled families through key moments in their journey

- Proactively reach out when something is off-track (missing logs, incomplete steps, etc.)

- Manage a high volume of conversations without sacrificing quality

- Track activity and outcomes in HubSpot and contribute to pipeline visibility

- Surface patterns in objections, confusion, or friction points

- Partner with team leads to improve messaging, workflows, and resources

- Outbound Activity + Contact Rate (calls, SMS, emails completed daily)

- A relationship builder who thrives on creating meaningful connections with families

- A data-driven team member who can translate family feedback into actionable improvements

- A skilled communicator who can convey educational concepts with clarity and empathy

- A customer advocate who connects families with appropriate resources, and a personal touch.

- A problem-solver who identifies pain points in the family journey and applies solutions

- A passionate educator (at heart) who believes in personalizing learning for every child

- You're energized by interactions that make a real difference in families' educational journeys

- You enjoy finding the balance between personalization and efficiency in customer interactions

- You're excited about implementing processes that enhance the family experience

- You thrive in environments where you can directly see the impact of your work

- You're passionate about education and believe in OpenEd's mission to personalize learning

- You enjoy being both detail-oriented and people-focused throughout your day

- You'll work closely with a collaborative Customer Success team that values innovation and continuous improvement

- You'll implement family engagement strategies with support from leadership

- You'll collaborate cross-functionally with Product, Marketing, Learning, and Partnerships teams

- You'll be guided in making decisions that impact family satisfaction and retention

- Competitive salary $25-$30/hour and 401k plan + company matching opportunities.

- Comprehensive Health

Benefits: Health insurance package including medical, dental, vision, life, critical illness, hospital indemnity, accident, STD/LTD, HSA, and FSA with dependent care.

- Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours. Monthly tech subsidy provided.

- Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.

- Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.