About OpenEd
At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country.

Our Culture (The Foundation of Everything We Do)
Culture at OpenEd is intentional. It’s defined by what we promote—and what we tolerate. Our latest eNPS (employee net promoter score) of 77 places OpenEd in the top .1% of technology companies.Our values aren’t just words; they are non-negotiable principles that guide every decision:

• Customer First – Obsessed with delivering value; we fight tirelessly for our learners and families.
• Hard Choices, Easy Life – Face challenges directly, swiftly, and transparently.
• I Did > We Should – Action over theory; bring experiments, not just opinions.
• Learn Out Loud – Share your growth openly; feedback is a gift, ego is the enemy.
• Prioritize Ruthlessly – Excellence in the few critical areas over mediocrity everywhere.
• Fast AND World Class – Speed doesn’t compromise quality.
• Strong Opinions, Weakly Held – Advocate passionately, adjust readily.
• Make Others Famous – Elevate your colleagues, partners, and community.

About the Role

As a Family Success Associate, you will execute family engagement strategies that drive enrollment, retention, and overall satisfaction. Working closely with the Manager of Family Success, you’ll ensure families experience seamless, high-quality support from their first inquiry through their entire educational journey with OpenEd. This role is hands-on, deeply engaged with families to understand their needs, removing barriers to enrollment, and creating a best-in-class experience.

Your Immediate Impact

• Engage families at every stage, from application to program completion
• Execute structured onboarding experiences that help families feel confident and supported from day one
• Proactively reach out to families using a mix of personalized communication and scalable tools (email, SMS, phone, video, etc.)
• Identify families who may be at risk of disengaging and take action to re-engage them early
• Support improvements to family-facing resources and processes by surfacing common questions or pain points
• Track and report on key engagement metrics, working with the Manager of Family Success to refine strategies
• Help build a culture of continuous improvement within the Family Success team by sharing insights and best practices

Success Metrics: 

• Net Retention greater or equal to 100% from program start to completion
• Re-engagement Rate greater or equal to 70% for families flagged as at-risk who return to active status after outreach
• Personalized Outreach Coverage greater or equal to 90% of enrolled families receive at least one personalized touchpoint per term
• Average Response Time less than 24 hrs for family inquiries (email, SMS, etc.)
• Family Satisfaction Score greater or equal to 90% (from post-onboarding or termly pulse survey)
• Ensure 24 hour turnaround for communications

Who You Are:

• A relationship builder who thrives on creating meaningful connections with families
• A data-driven team member who can translate family feedback into actionable improvements
• A skilled communicator who can convey educational concepts with clarity and empathy
• A customer advocate who connects families with appropriate resources, and a personal touch.
• A problem-solver who identifies pain points in the family journey and applies solutions
• A passionate educator (at heart) who believes in personalizing learning for every child

This Role Will Excite You IF:

• You’re energized by interactions that make a real difference in families’ educational journeys
• You enjoy finding the balance between personalization and efficiency in customer interactions
• You’re excited about implementing processes that enhance the family experience
• You thrive in environments where you can directly see the impact of your work
• You’re passionate about education and believe in OpenEd’s mission to personalize learning
• You enjoy being both detail-oriented and people-focused throughout your day

Team & Autonomy:

• You’ll work closely with a collaborative Customer Success team that values innovation and continuous improvement
• You’ll implement family engagement strategies with support from leadership
• You’ll collaborate cross-functionally with Product, Marketing, Learning, and Partnerships teams
• You’ll be guided in making decisions that impact family satisfaction and retention

Reporting Line:

• This role reports to Manager, Family Success

Company Benefits:

• Competitive salary of $55,000-$70,000 + variable and 401k plan + company matching opportunities.
• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.
• Flexible Work Arrangement: We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours.
• Generous Paid Time Off policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.
• Supportive Team Environment: Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.

EEO Statement

OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

OpenEd participates in E-Verify.