Family Success Manager – US Full Time NEW

Location: Toronto, Vancouver (Hybrid); US (remote)

Who We Are:

InGenius Prep was founded in 2013 by law students at Harvard and Yale. In that time, the company has grown to a team of more than 190 full-time employees, 600 part-time employees, as well as offices in the U.S., Canada, China, amongst other countries.

What We Do:

Our primary focus is assisting students in applying to U.S. Colleges and Graduate schools. Our company is fast-paced and exciting. We operate as a team, and everyone is given opportunities to advance in the organization.

How You’ll Help:

We’re looking for a thoughtful, dependable, and communicative Family Success Manager to act as a trusted bridge between families and our internal advising team. You’ll be the key point of contact for parents throughout their child’s study abroad journey—providing timely updates, thoughtful recommendations, and genuine care as their child progresses toward their goals.

What You’ll Do:

1. The Trusted Contact for Families

• Build long-term, positive relationships with families and keep them informed on academic planning and application progress
• Understand each family’s concerns, preferences, and expectations, offering encouragement and insight
• Respond promptly and helpfully when challenges arise, ensuring families always feel heard and supported
• Proactively suggest internal offerings—such as courses, mentorship, or partner programs—based on the student’s progress and future goals
• Collect feedback to support continuous improvement of the customer journey and enhance client satisfaction and referral rates

2. Project Progress & Service Quality Oversight

• Collaborate closely with Graduate Coach, Former Admissions Officer, and course managers to ensure services are delivered to fulfill family needs.
• Contribute and integrate the family’s needs and perspectives when the counselor team develops roadmaps, application plans, and school lists, etc., for the student
• Track key performance indicators such as service completion rates, parent feedback records, and student engagement to identify risks early and intervene when necessary

3. Cross-Department Collaboration

• Share frontline insights about family’s needs with curriculum, operations, and product teams
• Coordinate all communication between internal advisors and external parents, ensuring messaging is aligned and delivery meets family needs

You’ll be a good fit if you:

• Bachelor’s degree or above; background in education, psychology, communication, or business management preferred
• At least 2 years of experience in education services, customer success, account management, or high-touch client support
• Excellent verbal and written communication skills; calm under pressure; able to handle high-expectation clients with professionalism
• Strong project management mindset and ability to multitask, prioritize, and drive execution across complex service plans
• Proficiency in English, Mandarin and Vietnamese and/or ability to communicate directly with overseas advisors and parents
• Familiarity with U.S./U.K. admissions systems or previous experience in international education is a plus

Preferred but Not Required

• Experience with Google products (Gmail, Docs, Chat, Gemini, etc.) or other collaboration tools
• Regularly use AI tools to enhance productivity
• Previous experience in college counseling, academic advising, or application support
• Brings an optimistic and open mindset, with a proactive and solution-oriented approach to challenges; a collaborative team player who demonstrates patience and empathy, and builds trust even in complex or high-pressure situations

What We Offer:

• Collaborate with diverse clients and counselors around the world
• Be part of a team that helps students reach transformative admissions outcomes
• A professional, collaborative, and mission-aligned work environment
• A meaningful role where your efforts directly improve lives and futures

Benefits:

InGenius Prep offers employees a competitive salary along with paid time off, parental leave, remote work flexibility, professional development and a fun, collaborative work environment.

What We Believe:

InGenius Prep is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.