This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Student Success Manager (SSM) is responsible for overseeing the student and family experience at Crimson. As the primary point of contact for students and their families, the SSM ensures that students stay on track with their program roadmap and achieve their academic and admissions goals. This role combines high-touch client relationship management with operational coordination. In addition to managing a portfolio of students, the SSM will use excess capacity to support broader Student Success Associate (SSA) operational tasks, particularly supporting the USCA region during weekend coverage. The ideal candidate is highly organized, proactive, and comfortable balancing client-facing relationship management with operational coordination tasks across global teams. Work Schedule: Wednesday – Sunday Responsibilities - Student Relationship Management - Serve as the primary point of contact for students and families, building strong relationships and maintaining trust throughout the student’s journey. - Monitor student progress and program utilization to ensure students remain on track with agreed milestones and goals. - Conduct regular check-ins with students and parents to review progress, provide updates, and ensure client satisfaction. - Proactively identify roadblocks or risks to student success and coordinate timely solutions. - Help students manage competing priorities and maintain progress on their roadmap. - Internal Coordination - Coordinate with tutors, mentors, and internal specialists to ensure effective delivery of services. - Facilitate the allocation of tutors or mentors in collaboration with relevant internal teams. - Monitor tutor performance and student outcomes to ensure measurable progress. - Act as a liaison between students, parents, and Crimson team members. - Advocate for students internally and ensure timely resolution of issues. - Operational and Administrative Support - Support operational tasks that contribute to efficient service delivery, including coordinating meetings, maintaining internal systems, and monitoring utilization of services. - Respond to student and parent queries via email and the Crimson App and coordinate with internal teams when support is required. - Carry out administrative tasks within agreed turnaround times to support the service delivery team. - Maintain accurate records in Crimson’s internal management systems. - Weekend Regional Support (USCA) - Provide operational support coverage for the USCA region during weekends. - Assist with student communications, scheduling, and coordination tasks to ensure continuity of service across global teams. - Support Student Success Managers in the region with urgent coordination needs when required. - Continuous Improvement - Identify opportunities to improve service delivery processes and operational efficiency. - Support departmental projects or initiatives aimed at improving scalability and student outcomes. - Contribute feedback from students and families to help improve Crimson services. Qualifications - Excellent written and verbal communication skills in English - Strong organizational and time management skills - Customer service mindset with empathy and professionalism - Ability to manage multiple stakeholders and priorities - Strong problem-solving and analytical thinking - High attention to detail - Ability to work independently in a fast-paced environment - Availability to work Wednesday - Sunday Preferred Experience - Experience in project management, account management, or customer success - Experience working with students, families, or in education - Knowledge of U.S. university admissions or the international education system Benefits - Rapidly growing start up, with a flexible working environment where you will be empowered to structure how you work - Limitless development and exposure - our internal promotions/role changes made up 33% of all recruitment last year - $1000 individual training budget per year, we love to ‘Level Up’ (it’s one of our core values)! - Psychologist on staff - Insightful fireside chats and workshops to help support our high-performing and ambitious team - Radical Candor is a feedback approach we live by - We’re a global player with 28 markets (and growing) across the globe. Most roles have the option to work from one of our many offices or remotely!

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Customer Success Manager (CSM) reporting to the Manager, Customer Success, you'll be the ultimate advocate for our clients, a strategic growth driver, a data-driven decision-maker, and a master collaborator. You'll build deep relationships, understand their unique needs, and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You'll also be the voice of our clients, develop tailored success plans, analyze key metrics to drive improvement, and collaborate across teams to deliver a seamless experience. - Own and build strong, strategic relationships with a dedicated portfolio of customers - Drive customer renewal and retention, exceeding quarterly Net Dollar Retention (NDR) goals - Identify and capitalize on opportunities for revenue growth - Develop innovative strategies to increase customer engagement and product adoption - Collaborate with internal teams to ensure seamless onboarding and ongoing training - Serve as the primary point of contact for customer escalations, ensuring swift resolution - Provide insightful analysis and feedback to inform team decision-making and product roadmap recommendations - Execute quarterly business reviews with clients, identifying growth opportunities and addressing any concerns - Monitor customer health, proactively identifying and mitigating risks Qualifications - Proven success in a B2B SaaS environment, with 2+ years of experience thriving in a commercially-focused Customer Success role - A natural relationship-builder, skilled at fostering strong connections and trust with clients - Strategic and proactive in client interactions, consistently mitigating churn, driving adoption, and encouraging expansion - Proactive approach to assessing growth opportunities and experience driving deals through to close - Empathetic and customer-centric, with a passion for understanding and exceeding client expectations - Excellent communicator, adept at simplifying complex issues and conveying information clearly - Highly organized, collaborative, and detail-oriented, with a proven ability to manage projects and drive change effectively - Familiarity with the legal tech space and entity and/or equity management solutions - Travel expected based on book of business and internal/external company events Requirements - An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level - Experience working at a law firm or with an in-house legal team - Knowledge of and ongoing interest in the legal space and current events, regulations, etc. that may impact our customers and their business Benefits - We’re a remote-first company built on trust, autonomy, and accountability - Work-Life Balance: Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown - Comprehensive Coverage: Health, dental, and vision, long-term disability, and a Health Spending Account (HSA) - Family Support: Flexible parental leave benefits, including top-ups - Remote Setup: A dedicated work-from-home allowance to get you set up for success

• Assisting with updates and maintenance of CRM systems • Gathering and tracking user feedback and support tickets • Supporting internal operations with documentation and workflow enhancements • Analyzing customer data to identify trends and inform best practices • Collaborating with cross-functional teams to improve user experiences

• Analyze partner performance data to identify trends, gaps, and opportunities for improvement • Build and maintain advanced Excel models to track KPIs, financial performance, and operational metrics • Support strategic initiatives related to partner growth, retention, and engagement • Develop insights and recommendations based on data analysis and present to internal leadership and external partners • Collaborate cross-functionally with operations, growth, and clinical teams • Monitor and report on value-based care metrics (e.g., cost, utilization, quality outcomes) • Help design and implement scalable processes in a rapidly evolving environment