Senior Manager, Student Success

Inspira Education • New York, NY

1d • Onsite

About The Position

Inspira Education Group is one of the fastest-growing edtech startups in the US, with a mission to democratize access to high-quality coaching. As the world’s leading network of top admissions coaches, they are disrupting application processes with products and experiences that provide an equal platform for candidates from diverse backgrounds worldwide. Backed by leading venture capital firms and investors, Inspira is seeking a strategic mastermind for their marketplace operations.

As a Senior Manager, Student Success, you will be responsible for the entire supply operations of Inspira’s marketplace, matching students with counselors and ensuring their success. This role is the core of the student experience, combining relationship management, operational excellence, and problem-solving. You will collaborate with internal teams, students, and families, acting as a trusted advisor to guide students toward their academic goals. Your proactive approach will shape students' futures and contribute to Inspira's growth. This is a 100% onsite role in NYC, requiring 5 days a week attendance in their Gramercy office.

Requirements

• 5-8+ years of experience leading and scaling teams in operations, customer success, or program management, ideally within a high-growth service, education, or marketplace environment.
• Managed a small team of full-time employees (2–3 people) and know what it means to hire, coach, and develop others.
• Proven ability to handle customer escalations and collaborate with internal stakeholders with empathy and clarity.
• 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.

Nice To Haves

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

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.
• Support and collaborate with a small student success team, contributing to a culture of accountability, continuous learning, and high performance.
• Help identify skill gaps and contribute to development plans that strengthen the team over time.

Benefits

• Competitive compensation, performance upside, and a clear growth path
• Health, dental, and vision insurance, base plans 100% employer paid
• Flexible paid time off (PTO) and paid holidays
• 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed