Family Success Lead - FlightPlan

Quick Facts

About Curious Cardinals

About The FlightPlan

About the Role 

• You own the relationship. Every FlightPlan family is yours to delight.
• You shape the product. You'll hear every point of confusion and every "wow" moment first, and your synthesized insights will directly steer what Product builds next.
• You build the community. Monthly office hours, fast answers, and the connective tissue that turns a tool into a movement — you'll create it alongside our Growth team.
• Mission that matters. Our families deeply value education. Beyond tactical support, you'll guide them through one of the most formative journeys of their lives: helping their student find their path to college. The impact is tangible and immediate.

• Become the go-to person for founding families — own inbound questions across email, chat, and calls with fast, warm, genuinely helpful responses.
• Own onboarding end-to-end: get every new family from sign-up to their first real "aha" moment.
• Run our monthly FlightPlan Office Hours for future cohorts — a live forum where families get answers and feel the team behind the product.
• Build the first version of our help resources (FAQs, onboarding guides, templates) so families can self-serve the basics.

• Make our families so happy they refer their friends — with engagement, satisfaction, and word-of-mouth as your north-star metrics.
• Establish a tight feedback loop with Product: synthesize patterns from family conversations into clear, prioritized insights and feature requests.
• Partner with Growth to build community — events, ambassador and referral programs, and the rituals that make families feel part of something.
• Build the playbooks, systems, and (eventually) the small team that lets customer experience scale with the business.
• Keep the closest pulse on the family experience, helping shape the direction of a brand-new product as you make that experience magical, meaningful, and genuinely impactful.

Who You Are

• A magnetic connector. You light up talking to people. Parents and students trust you fast, and you genuinely love being the person they turn to.
• A natural advisor. You care about helping people find their path — not just the tactical "how do I use this" but the real guidance, drawn from your own stories and instincts about college and life.
• A jack-of-all-trades operator. You bring structure to chaos, thrive in ambiguity, and figure out whatever needs figuring out.
• A product mind. You want a seat at the table — surfacing patterns from family conversations, sharing insights, and thinking about where the roadmap goes next.
• A growth partner. Insatiably curious with a total-owner mindset. You'll work hand-in-hand with Growth to turn happy families into a movement.
• AI-first and tech-savvy. You're fluent in modern tools, comfortable standing up a CRM and the systems that keep things running, and you reach for AI by default.
• An exceptional communicator. Your writing is sharp enough that we'd trust you to talk to anyone.
• A hustler who cares deeply. You work hard because the mission matters to you, not because someone's watching.