Client Success & Experience Manager

Role Summary

We are seeking a high-caliber Client Success & Experience Manager to join our division. This is a pivotal, senior-level role designed for an experienced client relations professional who has successfully transitioned from an individual contributor to a leadership role. We are looking for an expert who can teach us how to make our clients happy and elevate our customer service standards.

Responsibilities

• Team Leadership & Mentorship: Actively coach, train, and mentor junior team members on client satisfaction strategies. Lead by example to teach the team how to preemptively address client concerns and consistently delight high-net-worth families.
• High-Touch Relationship Management: Serve as the senior point of contact and escalation pathway for complex client accounts, ensuring premium service delivery that aligns with our company's high standards.
• Process Optimization & Strategy: Audit and refine current client experience workflows. Transition the support division from reactive troubleshooting to proactive, high-value client engagement.
• Cross-Functional Collaboration: Partner closely with our Consultants, Editors, and Student Managers to align support workflows with academic timelines and delivery milestones.
• Quality Assurance: Establish performance standards, communication guidelines, and quality benchmarks for all client interactions, ensuring absolute professionalism in every email, call, and message.
• Feedback Loops: Synthesize client feedback to provide actionable insights to executive leadership, driving continuous improvement in our service delivery.

Requirements

• Experience: Proven track record in a senior support capacity (e.g., Client Relations Manager, Support Team Lead, Senior Support Specialist) handling enterprise accounts or high-net-worth (HNW) clients, ideally within a fast-paced startup or premium service environment.
• Leadership Transition: Demonstrated experience transitioning from an outstanding individual contributor to a mentor, team lead, or manager.

Education: Bachelor’s degree

• Communication: Flawless written and verbal English communication skills.
• Technical Savvy: Proficiency in Google Workspace, Slack, and Zoom is required. Experience with Monday.com or advanced CRM/project management platforms is highly preferred.
• Industry Context: Experience working in educational consulting, premium service industries, or US-facing businesses is a strong plus.

Expectations

• PST Shift Alignment: Ability to work and remain highly responsive via Slack, Gmail, and Zoom during US Pacific Standard Time (PST) business hours.
• Client Advocacy: A deeply ingrained "client-first" mindset with the pedagogical ability to translate this mindset into structured training for the team.
• Adaptability & Speed: Ability to navigate a fast-paced, high-stakes environment with tight deadlines, particularly during the peak college admissions season (August–December).
• High Emotional Intelligence: Exceptional diplomatic skills to manage high-pressure situations, sensitive client dynamics, and cross-functional team collaborations with grace and authority.

Salary

• Competitive Salary
• Bi-weekly payouts
• On-the-job Training: Comprehensive acclimation to our niche industry and client demographic
• Professional Growth: Direct opportunities for career progression and salary increases tied to performance reviews
• High-performance recognition: Top-performing employees are eligible for inclusion in company retreats and cross-divisional projects

About the Company

Cardinal Education is a dynamic and collaborative educational consulting firm dedicated to providing students and families with superior academic support and admissions expertise. Our rapidly growing enterprise offers Educational Consultants the opportunity to make a significant impact while prioritizing exceptional experiences for families and providing substantial growth opportunities within the company.

Culture at Cardinal Education

Collaboration is key to our culture at Cardinal Education , where we value open communication and diverse perspectives to drive success. We foster innovation and learning through a supportive environment that encourages growth. Our team is passionate about education and creating a dynamic and inclusive workplace.