Client Success Associate (Full-time, Remote)

Client Success Associate

Full-time | Remote

Who We Are

Prepory is a premier college admissions counseling company. Our innovative, holistic approach is reshaping how students apply to college, find their fit, and earn admission to their dream schools. We've guided more than 20,000 students across 80+ countries, and we routinely help our students earn admission to the nation's most selective colleges and universities.

Through our college admissions practice, we work one-on-one with students from as early as 8th grade, helping them build an intentional extracurricular profile, craft compelling essays, and navigate every step of the application process. We hold ourselves to an excellent record of success by gearing our services to genuinely counsel the students, families, and institutions we serve.

About This Role

The Client Success Associate is the person our parents hear from most. You'll own the relationship between Prepory and the parents and guardians of the students we serve, from the orientation calls through final admissions decisions, and you'll make sure the experience a family signed up for is the experience they actually get.

This is a client-facing, relationship-driven role. You'll run new student orientations and parent check-in meetings, serve as the escalation point when a family's expectations and a coach's approach fall out of alignment, and mentor our college admissions coaches on how to navigate hard conversations and complicated family dynamics. When a family is ready to add programming or re-enroll for another year, you'll be the person they trust enough to ask.

You'll also maintain a cohort of up to 15 students. That caseload is deliberately small, because the majority of your hours belong to client success. Coaching a few students keeps you close to the advising experience you represent to parents every day.

You'll report to our Client Success Director and work alongside our Program Directors, Program Managers, Enrollment team, and coaching team.

What You'll Do

Own the family relationship

- Conduct new student orientation sessions that set clear expectations for the program and each family's role in it.

- Run parent check-in meetings alongside the student's coach, translating student progress into terms families understand and can act on.

- Communicate proactively with parents and guardians so concerns surface early, while there's still time to solve them.

- Serve as the point of escalation for families whose expectations, needs, or dynamics call for a steadier hand, and know when to bring in the Client Success Director.

- Handle difficult conversations with disappointed or anxious families directly, calmly, and with a solutions-oriented attitude.

Support and protect the coaching relationship

- Serve as the point of contact and escalation for college admissions coaches navigating client concerns, expectations, and family dynamics.

- Mentor coaches on client communication, individualized student needs, and the situations that don't have a playbook.

- Collaborate with coaches and program leadership to adjust programming when a student's needs change.

Grow the relationship

- Recognize when a family is ready for more, and introduce the Prepory programming that fits: college tours, UK admissions support, graduate and professional school admissions, and enrichment and research planning.

- Own re-enrollments for the families you serve, and carry the commercial conversation with the same care you bring to every other conversation.

- Champion referral and review strategies, including mentoring coaches on leveraging their relationship with families to drive positive reviews and referrals to friends and family.

Coach a cohort of up to 15 students

- Conduct regular one-on-one advising sessions with your students, from profile building through final decisions.

- Advise students through the writing process for personal statements, supplemental essays, and résumés, providing meani