Student Success Manager

Inspira Education•New York, NY

49d•Hybrid

About The Position

As a Student Success Manager, you’re the strategic mastermind behind the entire supply operations of Inspria’s marketplace. You will be matching ambitious students with the perfect counselors to guide them through admissions and test prep journeys. You are the heartbeat of the student experience at Inspira, blending relationship management, operational excellence, and creative problem-solving to ensure every student’s success. You'll collaborate closely with internal teams, students, and families, acting as the trusted advisor who navigates each student through their personalized roadmap toward achieving their academic goals. Your energy, empathy, and proactive approach will directly shape students’ futures and Inspira’s continued growth. This is a hybrid position based in New York City, requiring four (4) days per week in our office.

Requirements

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
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

Benefits

A front-row seat at a fast-growing, mission-led company
Autonomy to run an entire function, and real influence on the company’s future
Founders who care deeply about impact, and give you space to run
A chance to help thousands of students realize their dreams
Competitive compensation, performance upside, and a clear growth path
Amazing people with a great vision and values
Ability to work directly with co-founders and drive impact super quickly
Your work directly impacts the lives and careers of students across the globe
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