Sr. Client Success Specialist

What We're Looking For

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.

Key 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.

Who You Are (Ideal Profile)

• You have 2+ years or more of experience in customer success and/or client services role, particularly in technology-enable services.
• You bring a 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.
• Experience in ticketing systems like Zendesk and Jira is a plus.
• You are flexible and willing to travel as needed (up to 10%).

Compensation

At InStride, final offer amounts are dependent on multiple factors including location, depth of experience, interview performance and equity with other team members.

Benefits @ InStride

• 401(k) plan with company match
• Paid family leave
• Best-in-class health care benefits

About InStride

InStride is a human capital management company that helps organizations retain talent, upskill employees, and fill critical workforce roles through education programs. By breaking down barriers to learning, fostering career growth aligned with organizational goals, and simplifying program management, InStride delivers lasting impact. Partnering with forward-thinking companies like Labcorp, Adidas, and SSM Health, InStride drives meaningful social and business outcomes by providing access to life-changing education. Visit instride.com or follow InStride on LinkedIn for more information and up-to-date news.