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Inspira Education · 2 days ago

Student Success Manager

New York City, New York

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Inspira Education Group is one of the fastest-growing edtech startups in the US, focused on democratizing access to high-quality coaching for students. As a Student Success Manager, you will oversee the supply operations of Inspira’s marketplace, matching students with counselors and ensuring a successful student experience through relationship management and operational excellence.

EducationHigher EducationOffice Administration

Responsibilities

Lead the customer escalation function to ensure fast, empathetic, and consistent issue resolution

Develop SOPs and escalation protocols to improve quality and reduce refund rates

Build out processes to track and improve NPS, CSAT, and retention metrics

Turn escalations into feedback loops that inform process improvements and product enhancements

Architect and implement new processes to improve counselor performance, student experience, and business efficiency

Leverage CRM and automation tools (HubSpot, etc.) to streamline workflows and maintain data integrity

Build reporting systems that provide visibility into counselor utilization, escalation trends, and upsell success

Lead operational planning and execution for new products, services, or verticals

Collaborate cross-functionally across sales, marketing, product, and tech to ensure seamless launches

Ensure backend systems, counselor training, and customer support are ready to scale with each new launch

Partner with sales and lifecycle marketing to design and implement upsell/cross-sell strategies

Train counselors and student success teams to identify upsell opportunities during client interactions

Track and optimize upsell performance as a key driver of revenue per student

Build structured student feedback loops to capture insights on counselor performance and overall experience

Translate feedback into continuous improvement plans, counselor training, and operational refinements

Partner with senior counselors to create mentorship and training programs that elevate overall quality

Qualification

Customer success managementProcess designCRM proficiencyOperational excellenceTeam leadershipEmpathyCollaborationProblem-solving

Required

3–7 years of experience leading and scaling teams in operations, customer success, or program management, ideally within a high-growth service, education, or marketplace environment

Proven ability to handle customer escalations and collaborate with internal stakeholders with empathy and clarity

Background in managing or recruiting service providers (e.g., coaches, tutors, consultants) is a strong plus

Hands-on experience working in a startup or high-growth marketplace business

Familiarity with building and optimizing workflows in CRMs such as HubSpot, Salesforce, or Airtable

Detail-oriented with a high bar for excellence, while knowing how to keep momentum and avoid getting stuck

Thrive on ownership and autonomy, continuously improving processes and outcomes week over week

Comfortable wearing many hats and able to discern when to build something new vs. optimize what already exists

Energized by working with people and passionate about solving for both sides of a marketplace

Collaborative, humble, and hardworking. You bring zero ego and a strong 'roll-up-your-sleeves' mentality

Benefits

100% coverage of health, vision, and dental benefits

Flexible Paid-time Off

Learning and Development Budget

Retirement Savings Plans - 401k with matching

Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans