Job Details

Client Success & Experience Manager

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.

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.

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.

Qualifications

• 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.

Compensation & Benefits

• 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