Student Success Manager Training Handbook – Core Vocabulary

Key vocabulary terms and definitions drawn from the 2025 Student Success Manager onboarding handbook. Use these cards to master the technologies, processes, roles, and best-practice concepts essential to succeeding as an SSM at Crimson.

Student Success Manager (SSM)

Crimson staff member who owns the overall student and family experience, coordinates internal teams, monitors progress, and safeguards service quality.

Sapling

Crimson’s HR platform used for leave requests, personal details, contracts, and performance-review documents.

Slack

Primary internal communication tool at Crimson; hosts workplace channels, announcements, and direct messages.

Zoom

Video-conferencing software used for both client and internal meetings; client sessions must be recorded to the Crimson cloud.

Crimson App

All-in-one student platform for profiles, session booking, roadmaps, messaging, progress tracking, and application tools.

Front

Unified customer-communication platform that merges email, WhatsApp, Crimson App messages, and more for SSM use.

Student Success Associate (SSA)

Operations role that onboards students, allocates tutors/mentors, and completes administrative tasks for SSMs.

Initial Strategy Meeting (ISM)

Student’s first meeting with their strategist to assess goals and begin roadmap creation.

Kick Start Meeting (KSM)

First call led by the SSM to welcome a family, set expectations, and walk through the Crimson App.

Roadmap Meeting

Follow-up strategist session where the long-term plan and milestones for the student are finalized.

Application Year (AY)

Period starting the February before a student submits university applications; focuses on essays and testing.

Non-Application Year (NAY)

Any enrollment time before AY, usually dedicated to academics and extracurricular development.

Strategist

Admissions expert who guides overall candidacy and application narrative for a student.

Application Essay Mentor (AEM)

Specialist who works on brainstorming, revising, and polishing university essays with students.

Financial Aid Officer (FAO)

Consultant who advises students on need-based and merit-based financial aid strategy and paperwork.

Warning List

Metabase report flagging students with inactivity, overdue payments, or missing key sessions.

Student List Report

Comprehensive spreadsheet containing key data for every student an SSM manages.

Capstone Tracker

Report tab that highlights gaps in meetings with a student’s Capstone mentor.

Indigo Tracker

Report tab showing students with no Indigo Research sessions in 14 days and none scheduled.

Sessions in the Next 7 Days

Report listing upcoming confirmed and tentative sessions to help SSMs ensure attendance.

Net Promoter Score (NPS)

Quarterly survey that measures client loyalty on a ‑100 to +100 scale and acts as an SSM KPI.

Promoter

NPS respondent who scores 9–10 and is highly likely to recommend Crimson.

Passive (NPS)

NPS respondent who scores 7–8 and is moderately satisfied but not enthusiastic.

Detractor

NPS respondent who scores 0–6 and may spread negative word-of-mouth.

Reallocation

Process of replacing a team member (strategist, tutor, mentor, or SSM) with another due to changes or complaints.

Hours Transfer

Moving purchased service hours from one subject line to another, calculated using price-book values.

Program Rework

Large-scale change to a student’s contracted package requiring a new signed addendum.

Overdue Payment SOP

Step-by-step protocol SSMs follow from day-3 reminders to 28-day service pauses and debt collection.

MIA Student

Fully-paid student who stops responding; triggers a structured outreach sequence from the SSM.

Child Safety – Safety Issue

Situation where a student is in danger, abused, or self-harming; requires a formal Report of Concern.

Well-being Concern

Student stress or anxiety that does not involve immediate danger; can be managed within the team.

Service Planning

SSM practice of scheduling strategy, AY, tutoring, and extracurricular services to avoid bottlenecks.

Capstone Service

Extracurricular mentoring that guides students through a high-impact, self-driven project.

Crimson Young Pioneer (CYP)

Program offering early-stage exploration and enrichment activities for younger students.

Delta Institute

Crimson division providing AI, coding, and career-focused programs for students.

Indigo Research

Research-based programs offering 1:1 mentorship or intensive seasonal experiences (IRIS).

Tutor-Mentor-Consultant (TMC)

Team that delivers academic tutoring in SAT/ACT, AP, IB, and other subjects.

Rise Program

Funnel program for 11–14-year-olds that combines admissions prep and skills exploration.

Academic Advisor (AA)

Sales-side role that scopes student goals pre-contract and sells the appropriate package.

Org Chart (Sapling)

Interactive organizational tree that shows reporting lines and department structures.

ssm-team (Slack)

Global channel for Student Success Managers to share updates, resources, and workflows.

Metabase

Business-intelligence tool used at Crimson to create dashboards and reports syncing App and Salesforce data.

Student Quick Look Report

Metabase dashboard summarizing session ratings, payment status, NPS, and debt collection info.

Crimson Way

Framework and cultural guideline for giving winning recommendations, created by leadership.

SSM Branding

Collective professional image of the Student Success team that builds trust and credibility.

Customer Service Excellence

Module teaching empathy, clear communication, and problem-solving for superior client experience.

Escalation

Formal process of raising significant issues—payments, complaints, or contract disputes—to managers.

Debt Collection

Stage where accounts 3+ months overdue are handed to external collectors and removed from warning lists.

Enrollment Form

Digital document capturing a student’s background, goals, and services purchased; referenced in onboarding.

Service Menu

AA-facing file outlining Crimson services for briefing clients and supporting upsell talks.

SOP Menu

Centralized repository of Standard Operating Procedures for SSM logistics and workflows.

Admissions Consulting

Professional guidance through application processes offered by university admissions experts.

Strategy Consultant

Crimson admissions specialist responsible for crafting a student’s candidacy and application strategy.

Crimson Mission

To be the launching pad that equips young students globally to compete on the world stage.

Upsell

Sale of additional hours or new services to an existing client, eligible for SSM commission.

Referral

New client introduction by an existing family, often solicited after strong results or high NPS.

Crimson Global Academy (CGA)

Crimson’s international online high school offering A-Level and AP courses.

Crimson Access Opportunity (CAO)

Pro-bono program providing free Crimson support to high-potential students with financial need.

Application Tracker

Crimson App feature that organizes a student’s school list and application rounds.

Essay Lab

Collaborative online tool for real-time essay brainstorming, edits, and feedback.

Launchpad

Social feature in the Crimson App that connects students and staff for community engagement.

Resource Centre

Section in Crimson App housing guides, timelines, and learning materials for students.

Aircall

Phone-integration tool inside Front used for calling clients directly from the platform.

Vacation Responder (Front)

Automated message setup that informs clients of an SSM’s out-of-office status.

Sapling Workspace

Unique URL (crimsoneducation.saplingapp.io) where employees access Sapling HR features.

SSA Admin Workflow

Slack-based form SSMs use to request Salesforce edits, offboarding, and other SSA tasks.