Senior Manager, Student Success

About the role

The Senior Manager, Student Success role is part of Inspira Education Group, a rapidly growing edtech startup focused on democratizing access to high-quality coaching. The company is backed by leading venture capital firms and is headquartered in New York City.

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

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
• You've managed a small team of full-time employees (2–3 people) and know what it means to hire, coach, and develop others — but you're still hungry to grow as a leader yourself
• 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
• Thriving on ownership and autonomy, continuously improving processes and outcomes week over week
• Collaborative, humble, and hardworking. You bring zero ego and a strong “roll-up-your-sleeves” mentality

Qualifications

• Education: Bachelor's degree preferred, but not required
• Experience: 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

Skills

• Customer Service
• Operational Excellence
• Product Management
• Strategic Planning
• Team Leadership
• Customer Success
• Process Improvement
• Project Management
• Communication
• Problem Solving
• Leadership

Benefits

• Health, dental, and vision insurance, base plans 100% employer paid
• Flexible paid time off (PTO) and paid holidays
• 401(k) with company match

Pay

Competitive compensation, performance upside, and a clear growth path

Schedule

This is a 100% onsite role based in NYC, requiring 5 days a week attendance in our Gramercy office.

Company Information

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. Inspira Education Group does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.