Senior Manager, Student Success

Inspira Education•New York City, NY

19h•Onsite

About The Position

Inspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities. As the world’s leading network of top admissions coaches in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide. As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).

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