Sr. Client Success Specialist

InStride • Los Angeles, CA

4d • Remote

About The Position

At InStride, people are our purpose. We believe that investing in people is the most powerful way to drive success—for individuals and organizations alike. As a public benefit corporation, we partner with leading employers to unlock opportunities for their employees, providing access to top-tier education programs that align with their employees’ career goals and the company’s business goals. Our mission goes beyond skill-building; we're here to empower our partners’ employees to advance their careers, elevate their expertise, and achieve meaningful personal and professional growth. No matter the team you’re on, our dedication to the success of our partners and their employees is what drives us. If you're passionate about making a difference and driving educational and professional advancement, InStride is the place for you. To get a better feel for our culture, watch more here . Candidates must be located in one of the following states to be considered eligible for employment: AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, LA, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, TX, VA, WA, WI. InStride is currently seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role will work hand in hand with our Senior Client Success Managers to support our major clients by focusing on the operational needs of our enrolled learners. This role will support the client success team to deliver on annual program targets while improving overall client satisfaction. The primary task will be to drive an exceptional operational experience for clients by working to resolve learner challenges in a timely manner. This team member will work cross functionally across InStride’s internal teams (e.g., Client Success, Learner Support, Product, Technology, Marketing) and external partners (Clients and Academic Partners) to resolve questions and challenges raised by learners and client stakeholders. They will identify learner escalation trends, surface feedback to all parties, and represent the learner perspective internally to enhance InStride’s internal processes keeping client satisfaction top of mind. This role will also provide learner escalation support for clinical programming and may support other strategic client needs, all of which will help this team member grow into an independent client success manager role over time. This position reports to the Sr. Manager, Client Success.

Requirements

• 2+ years or more of experience in customer success and/or client services role, particularly in technology-enable services
• Customer-first mentality, with a focus on building and nurturing strong, lasting relationships both internally and externally
• Strong analytical and problem-solving skills
• Detail-oriented and able to manage multiple priorities at once with a high degree of autonomy
• Experience using generative AI tools to identify trends, draft stakeholder communications, and improve documentation while reviewing outputs for accuracy, tone, relevance, and completeness
• Excellent independent judgment - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
• Outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor.
• Candidates must be located in one of the following states to be considered eligible for employment: AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, LA, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, TX, VA, WA, WI.

Nice To Haves

• Experience in ticketing systems like Zendesk and Jira is a plus
• Flexible and willing to travel as needed (up to 10%)

Responsibilities

• Develop deep expertise in the end-to-end learner experience, solve learner challenges quickly, proactively identify barriers and root causes of learner challenges, and surface opportunities to improve outcomes and program effectiveness.
• Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including client success, product, learner engagement, academic partnerships and learner support.
• Analyze learner, client, and partner feedback to identify trends, uncover opportunities for product enhancements.
• Act as a trusted thought partner and InStride resource for client stakeholders by functioning as primary client liaison on learner-related and other support issues.
• Provide InStride teams with ongoing client updates and information through Salesforce updates, client notes, internal communication channels and other sources of documentation.
• Build presentation materials for various internal and external meetings.

Benefits

• Employees are eligible to enroll in 2,800+ online certificate and degree programs through our Step Forward program. InStride covers your tuition upfront, regardless of your course of study, degree type, or school - eligible to employees starting Day 1.
• 401(k) plan with company match
• Flexible vacation policy
• Paid family leave
• Best-in-class health care benefits

What This Job Offers

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