Client Success Associate (Full-time, Remote)

Prepory Coaching Group

5d • Remote

About The Position

The Client Success Associate is the person our parents hear from most. You'll own the relationship between Prepory and the parents and guardians of the students we serve, from the orientation calls through final admissions decisions, and you'll make sure the experience a family signed up for is the experience they actually get. This is a client-facing, relationship-driven role. You'll run new student orientations and parent check-in meetings, serve as the escalation point when a family's expectations and a coach's approach fall out of alignment, and mentor our college admissions coaches on how to navigate hard conversations and complicated family dynamics. When a family is ready to add programming or re-enroll for another year, you'll be the person they trust enough to ask. You'll also maintain a cohort of up to 15 students. That caseload is deliberately small, because the majority of your hours belong to client success. Coaching a few students keeps you close to the advising experience you represent to parents every day. You'll report to our Client Success Director and work alongside our Program Directors, Program Managers, Enrollment team, and coaching team.

Requirements

• Admissions knowledge you can draw on in real time. You'll be on live calls with families who ask hard, specific questions. You need to answer most of them with confidence, and recognize the rest quickly enough to say you'll follow up rather than guess.
• Composure with any family in the room. Orientations and check-ins put you in front of every kind of parent, from the entirely hands-off to the deeply anxious.
• Real comfort with the commercial side of the work. We are looking for someone who is excited when a conversation turns to renewals, add-on programming, or enrolling a second child, and who treats it as the natural extension of a relationship they've earned.
• Availability to work at least one evening per week and 12 Saturdays or Sundays per year.
• Impeccable listening, speaking, writing, and grammar skills, along with excellent organizational skills and attention to detail.
• The ability to manage competing priorities in a fast-moving environment, including peak season, when orientations, check-ins, and application deadlines all land at once.

Nice To Haves

• Graduated from a selective or highly-selective college or university (top-50 national university or top-20 liberal arts college preferred).
• Three or more years of experience in college admissions, admissions consulting, or a closely related field. Experience inside an admissions office is a strong plus.
• Detailed, current knowledge of the U.S. college admissions process, and a willingness to stay current as it changes.
• Experience in customer success, client engagement, account management, or consultative sales.
• Experience mentoring, coaching, or developing other people, formally or informally.

Responsibilities

• Own the family relationship
• Conduct new student orientation sessions that set clear expectations for the program and each family's role in it.
• Run parent check-in meetings alongside the student's coach, translating student progress into terms families understand and can act on.
• Communicate proactively with parents and guardians so concerns surface early, while there's still time to solve them.
• Serve as the point of escalation for families whose expectations, needs, or dynamics call for a steadier hand, and know when to bring in the Client Success Director.
• Handle difficult conversations with disappointed or anxious families directly, calmly, and with a solutions-oriented attitude.
• Support and protect the coaching relationship
• Serve as the point of contact and escalation for college admissions coaches navigating client concerns, expectations, and family dynamics.
• Mentor coaches on client communication, individualized student needs, and the situations that don't have a playbook.
• Collaborate with coaches and program leadership to adjust programming when a student's needs change.
• Grow the relationship
• Recognize when a family is ready for more, and introduce the Prepory programming that fits: college tours, UK admissions support, graduate and professional school admissions, and enrichment and research planning.
• Own re-enrollments for the families you serve, and carry the commercial conversation with the same care you bring to every other conversation.
• Champion referral and review strategies, including mentoring coaches on leveraging their relationship with families to drive positive reviews and referrals to friends and family.
• Coach a cohort of up to 15 students
• Conduct regular one-on-one advising sessions with your students, from profile building through final decisions.
• Advise students through the writing process for personal statements, supplemental essays, and résumés, providing meaningful, actionable feedback.
• Track each student's deadlines and assign tasks between sessions to keep them on pace.
• Help students research and build a balanced college list that reflects their academic and professional interests.

Benefits

• Starting annual base salary: $58,679.51
• This role is commission-eligible. Earning 4% commission on new enrollments, re-enrollments, and add-on programming.
• Unlimited paid time off.
• 11 paid holidays: Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Thanksgiving, Christmas Eve, Christmas Day, New Year's Eve, and New Year's Day
• Prepory pays $285.22 per month towards your company PPO health insurance plan.
• Prepory pays 100% towards our company dental, vision, and life insurance plans.
• Performance-based holiday bonuses each year.
• Two employee annual retreats with opportunities to travel to various locations and participate in team building activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level