Student Success Manager

Our MissionOur mission in Crimson Rise is to be the launching pad that equips young studentsglobally to compete on the world stage. Crimson’s technology, resources, and expertise remove barriers of geography and legacy, helping its students reach their greatest potential thanks to the dedication of their personalized Crimson teams.As we expand our network of Crimson Rise and Boarding/Day School Admissions families, we are seeking a Student Success Manager to be the trusted bridge between those families and their child's Crimson team. This is the person who makes sure nothing is lost across cultural or language barriers—that parents are clear and aligned on their child's strategy, that concerns are resolved quickly, and that every family feels expertly looked after, whether their child is building a foundation in Rise or applying to boarding and day schools.Our TeamThe Rise Team includes over 20 full-time staff and dozens of part-time staff, spanning 4 continents and bringing together educators, innovators, artists, athletes, researchers, and advocates who believe every student deserves a personalized education experience regardless of where they're coming from. Hailing from top universities worldwide, our Strategists and Tutors bring their personal experiences to the table as they invest in the team's overall expertise and support parents and students in navigating today's increasingly complex education landscape.What You’ll Be Responsible ForAs a Student Success Manager, you are the dedicated point of contact for a portfolio of high-touch families, whose children are typically grades 6–8, ages 11–14. For all families, you keep communication open between parents and their child's Strategist—translating as needed, keeping parents aligned on the education strategy, and making sure concerns are resolved quickly. For admissions families, you coordinate with the Strategist to ensure they have a smooth application experience—tracking timelines, organizing materials, and helping them navigate private school admissions. In all cases, you are the consistent, trusted relationship that keeps each family clear, aligned, and well-served.You will report to a Rise Team Lead, working in close partnership with the Rise or Boarding/Day Admissions Strategists, Tutors, and Mentors delivering each child's program. You’ll be responsible for:Client satisfaction and retentionStudent engagement in sessions and pairing with best-fit mentorsCommunication alignment between parents and their child's Crimson teamParent alignment on their child’s education strategyRapid resolution of technical or programmatic concerns.What Your Work EntailsCustomer liaison and communicationFollowing student progress and proactively driving team alignment to keep students on trackTranslating live meetings, session notes, progress reports, and communications into Mandarin as requiredLiaising between parents and the Crimson team—conveying the child's strategy, progress, and engagement, giving technical guidance on the Crimson App, and carrying parent questions back to the teamResponding to parent queries and concerns quickly and sensitively, with accurate answers (informed by the Strategy team) to general queries around services, tasks, timelines, summer applications, school applications, testing, and child’s individual strategyHandling complaints and escalations—resolving conflict, sharing feedback with the team, and aligning on the action neededIndustry KnowledgeLearning basics of application timelines/requirements to private schools in the US, UK, and locallyKeeping up to date with standardized testing schedules and policies to support students on registration as requiredAssisting students in acquiring/preparing necessary documentation for summer program or school applications (including recommendation letters, transcripts, testing certificates, application fill-in support, etc.)Contributing to knowledge bases of local/regional resourcesStudent engagement and progressEnsuring students are paired with quality, best-fit TutorsEnsuring meetings with Strategists and Tutors are scheduled to standard, missed meetings are caught up quickly, and notes are communicated to families on preferred platformKeeping students attending and on schedule with homework, with reminders to students and parents, and delivering notes on the parent's preferred platformProduct Knowledge & ImprovementKeeping up to date with operations practices, product changes, and new services at Crimson relevant to Crimson Rise and Boarding/Day Admissions studentsWorking with Rise and Boarding/Day Admissions Strategy teams to identify opportunities for service improvement and propose viable solutionsWhat Success Looks LikeFamilies are highly satisfied with Crimson—they feel known and well-servedStudents hold meetings on cadence and are engaged with the programCommunication is seamless across team members—parents are always clear on their child's strategy, progress, and next stepsSchool applications run smoothly and on timeReferrals and renewals grow organically, reflecting sustained service confidenceRequired QualificationsBachelor’s degree minimum (preferably from a US/UK university)Mandarin—professional fluency, spoken and writtenCustomer service experience, ideally in a high-touch, relationship-based settingParent-liaising experience, preferably in an education context (children under ~15)Knowledge of education, youth development, or school/university admissions advantageousRequired SkillsExceptional proactiveness, organization, and follow-throughCustomer-service instinct and responsivenessEmpathy, negotiation, and adaptabilityCollaborative, solution-oriented mindsetCross-cultural communication and translationSuperior written and oral communication, in both English and MandarinWhy Crimson?We’re a rapidly growing startup, with a flexible working environment where you will be empowered to structure how you workLimitless development and exposure—our internal promotions/role changes made up 33% of all recruitment last year$1000 NZD individual training budget per year; we love to ‘Level Up’ (it’s one of our core values)!Psychologist on staffRadical Candor is a feedback approach we live byWe’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 remotelyApply Here!If you’re ready to join an incredible and inspiring team of educators and holistic mentors, fill out our application! The entire process, start to finish, typically takes 2 weeks.If you're passionate about growing in a fast-paced, collaborative environment and want to work with cutting-edge technology, then we'd love to hear from you!Please keep an eye on your spam/junk email folder for correspondence from Team Tailor.