Open Position
Senior Client Success & Onboarding Manager
Overview
We are seeking a highly organized, proactive, and relationship-oriented Senior Client Success & Onboarding Manager to serve as a primary point of contact for both prospective and current families.
This role combines lead management, client onboarding, relationship management, and project coordination.
- The ideal candidate enjoys both people and processes. You should be equally comfortable leading a consultation with a prospective family and updating CRM records, tracking action items, and ensuring that complex projects move forward without things falling through the cracks.
You enjoy building relationships and converting opportunities into long-term partnerships, but you are equally energized by ensuring that every detail is executed flawlessly.
Who Will Enjoy This Role
You will likely enjoy this role if you:
- Love interacting with people and building relationships
- Enjoy consultative sales and helping families make important decisions
- Are highly organized and detail-oriented
- Naturally follow up without being reminded
- Notice when details are missing and proactively address them
- Enjoy coordinating multiple moving pieces
- Take pride in both exceptional client experiences and operational excellence
This Role Is Not For You If:
- You enjoy sales but dislike administrative follow-through
- You enjoy operations but prefer limited client interaction
- You need highly structured environments where every process is already documented
- You struggle to manage multiple priorities simultaneously
- You prefer to focus on strategy without owning execution
What Success Looks Like
The right candidate will thrive in this role if they enjoy both relationship-building and execution.
Success is measured not only by the quality of client interactions, but also by the ability to consistently move families through our processes and ensure that nothing falls through the cracks.
A successful team member will:
Build trust quickly with prospective and current families.
Confidently lead consultations and identify client needs.
Follow up proactively and consistently.
Convert opportunities into long-term client relationships.
Ensure diagnostics, roadmaps, onboarding activities, and deliverables are completed on time.
Maintain accurate CRM records and documentation.
Coordinate effectively with consultants, tutors, mentors, and operations teams.
Anticipate issues before they become problems.
Take ownership and follow projects through to completion.
Key Responsibilities
Lead Management & Client Onboarding (Approximately 70%)
- Serve as the first point of contact for prospective families.
- Conduct discovery and consultation calls.
- Understand client needs and recommend appropriate Hermiona services.
- Manage lead follow-up and nurture prospective clients through the decision-making process.
- Coordinate intake forms, documentation, and onboarding activities.
- Schedule diagnostics, assessments, and roadmap meetings.
- Ensure smooth handoff between consultants, tutors, mentors, and families.
- Maintain accurate CRM records and client documentation.
- Track progress across all onboarding stages and proactively remove bottlenecks.
- Support conversion of prospective families into long-term clients.
Client Success & Relationship Management (Approximately 30%)
- Manage a portfolio of 5–7 high-touch families.
- Serve as the primary day-to-day contact for assigned families.
- Coordinate educational consulting, tutoring, mentorship, admissions, and summer program services.
- Conduct regular check-ins and monitor client satisfaction.
- Identify potential concerns before they become issues.
- Coordinate internal teams to ensure exceptional service delivery.
- Support client retention and expansion opportunities.
- Escalate strategic or sensitive matters when appropriate.
Required Qualifications
- 3+ years of experience in client success, account management, educational consulting, admissions consulting, project management, or a related field.
- Excellent written and verbal English.
- Strong organizational and project management skills.
- Exceptional attention to detail.
- Ability to manage multiple priorities simultaneously.
- Comfort working remotely across multiple time zones.
Preferred Experience
- Experience in education, admissions consulting, tutoring, mentoring, or student services.
- Familiarity with US boarding schools and university admissions.
- Experience working with international families.
- Experience with CRM and project management systems.
About Hermiona Education
Hermiona Education is a boutique educational advisory firm supporting ambitious students and families worldwide. We provide educational strategy, boarding school and university admissions consulting, mentorship, tutoring, summer programs, and long-term academic planning.
We work with families across North America, Europe, the UK, the Middle East, and Asia and pride ourselves on providing highly personalized support and exceptional service.
Apply for this position
Fill out the form below to apply and take the first step toward becoming part of Hermiona Education.