InGenius Prep

Customer Success Manager

• Proactively establish long-term, positive communication relationships with parents and promptly report students' progress in academics, college applications, and related areas
• Understand each family's concerns, communication preferences, and expectations; provide appropriate guidance and emotional support
• Respond and coordinate immediately when issues arise so parents feel understood and supported
• Based on changes in a student's learning path or new goals, assist in matching relevant support products such as courses, mentoring services, or external resources
• Collect feedback and help optimize service processes to improve customer satisfaction and referral rates
• Collaborate with college advisors, former admissions officer consultants, and program managers/teachers to ensure services meet family needs
• When the coaching team develops a college counseling pathway, school-selection plan, or application strategy for a student, ensure family needs and considerations are communicated and reflected in the plan
• Track key data such as service completion rates, parent communication records, and student status; proactively identify service risks and intervene to coordinate
• Provide feedback on family needs to academic, curriculum, and operations teams
• Coordinate information flow between internal mentors and external parents to ensure consistent messaging and a unified pace

Family Success Manager