Family Success Manager

About OpenEd At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country. Our Culture (The Foundation of Everything We Do) Culture at OpenEd is intentional. It’s defined by what we promote—and what we tolerate. Our latest eNPS (employee net promoter score) of 76 places OpenEd in the top .1% of technology companies.Our values aren't just words; they are non-negotiable principles that guide every decision: - Customer First – Obsessed with delivering value; we fight tirelessly for our learners and families. - Hard Choices, Easy Life – Face challenges directly, swiftly, and transparently. - I Did > We Should – Action over theory; bring experiments, not just opinions. - Learn Out Loud – Share your growth openly; feedback is a gift, ego is the enemy. - Prioritize Ruthlessly – Excellence in the few critical areas over mediocrity everywhere. - Fast AND World Class – Speed doesn’t compromise quality. - Strong Opinions, Weakly Held – Advocate passionately, adjust readily. - Make Others Famous – Elevate your colleagues, partners, and community. About the Role 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. This role is hands-on, fast-paced, and impact-driven. Your Immediate Impact - Drive Enrollment Through High-Volume Outreach - 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 - Guide Families Through Onboarding - 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 - Own the Ongoing Relationship - Stay connected with enrolled families through key moments in their journey - Proactively reach out when something is off-track (missing logs, incomplete steps, etc.) - Re-engage families who stall or disengage - Operate with Speed + Precision - Manage a high volume of conversations without sacrificing quality - Maintain clear, timely follow-up across all channels - Track activity and outcomes in HubSpot and contribute to pipeline visibility - Close the Loop + Improve the System - Surface patterns in objections, confusion, or friction points - Partner with team leads to improve messaging, workflows, and resources - Share what’s working so the team gets better, faster Success Metrics:  - Enrollment Conversion Rate (application → enrolled) - Speed to Enrollment (time from application to completion) - Outbound Activity + Contact Rate (calls, SMS, emails completed daily) - Re-engagement Rate ≥ 70% for stalled or at-risk families - Response Time < 24 hours across channels - Family Satisfaction ≥ 90% Who You Are: - 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 This Role Will Excite You IF: - 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 Team & Autonomy: - 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 Reporting Line: - This role reports to Manager, Family Success Company Benefits: - 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. - 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. EEO Statement OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  OpenEd participates in E-Verify.