Success Manager - Education Experience Required

Indigo Research is dedicated to transforming the education landscape by pairing high school students with research mentors to complete and publish research projects. We aim to deliver transformative educational experiences and cultivate the next generation of scholars.

The Student Success Manager (SSM) is an essential, high-impact role responsible for guiding students through their research journey and ensuring their successful program completion, with a strategic eye on their research completion, publication and college admissions goals.

The SSM serves as the primary relationship owner for our students and their families, ensuring a seamless, high-touch, and goal-oriented experience . This role is ideal for a highly organized professional with a background in student counseling, advising, or academic success who can navigate complex educational roadmaps and manage high-value client relationships.

The SSM will be the project management expert overseeing the student's entire research timeline, translating high-level program goals into actionable roadmaps, collaborating closely with research mentors, and ensuring the student's progress aligns with their personal and academic objectives, especially with an eye to university admissions.

Program Roadmap Management: Mentor Alignment: Work closely with research mentors/tutors to ensure the mentoring relationship is productive, positive, and aligned with the student’s program goals and pace.

Represent the client's voice internally, sharing critical student/family feedback with the wider team to drive service improvements and preemptively align on issue resolution strategies.

Reporting & Handoffs: Utilize CRM tools to track and report on student progress, ensuring a smooth and successful transfer of the client relationship from the sales team.

Contribute to company growth by proactively building client loyalty, facilitating retention, and identifying opportunities for additional service purchases or referrals.

Identify, highlight, and assist in the implementation of service and operational improvements to ensure Indigo Research continues to meet the evolving needs of high-achieving students and families.

Required: 2–4 years of demonstrated success in student admissions counseling, academic advising, mentoring, or program management within a high-achieving educational context.

Strong Asset: Direct experience with the US college admissions process and/or international education systems (e.g., Advanced proficiency in CRM tools (e.g., Salesforce), Microsoft Office Suite, and Google Workspace.

Client Management & Professionalism: Proven ability to build immediate rapport and trust with high-net-worth clients/families, command attention in meetings, and maintain a high level of composure in emotional or difficult situations.

Analytical & Project Management: Highly organized with demonstrated analytical ability to recognize patterns, predict roadblocks, and manage complex, multi-stakeholder project timelines effectively.

Communication & Negotiation: Exceptional verbal and written English proficiency. Success in this role is measured by the ability to deliver predictable, high-quality outcomes for every student.

Achieving target Net Promoter Scores (NPS) and response rates

Utilisation of purchased support packages

Being the first point of contact for any family inquiries, complaints or concerns

Appropriate issue handling and escalation, taking feedback and initiating change / improvements to service delivery where necessary