Sr. Client Success Specialist

About the role

InStride is a human capital management company that helps organizations retain talent, upskill employees, and fill critical workforce roles through education programs. Partnering with leading employers, we provide access to top-tier education programs that align with employees' career goals and business goals. Our mission is to empower employees to advance their careers, elevate their expertise, and achieve meaningful personal and professional growth.

Responsibilities

• Work hand in hand with Senior Client Success Managers to support major clients by focusing on the operational needs of enrolled learners.
• Support the client success team to deliver on annual program targets while improving overall client satisfaction.
• Drive an exceptional operational experience for clients by working to resolve learner challenges in a timely manner.
• Collaborate cross-functionally across InStride’s internal teams and external partners to resolve questions and challenges raised by learners and client stakeholders.
• 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.
• Provide learner escalation support for clinical programming and support other strategic client needs.

Requirements

• 2+ years or more of experience in customer success and/or client services role, particularly in technology-enable services.
• Exceptional ability to build trust and foster long-term partnerships through reliable follow-through, effective communication, and strong customer service.
• Strong investigative skills, with the ability to act resourcefully to diagnose complex learner issues and coordinate across multiple stakeholders to drive resolution.
• Demonstrated ability to stay organized across multiple systems, improve operational efficiency, and identify recurring trends that create opportunities for scalable process and product enhancements.
• 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 using generative AI tools to identify trends, draft stakeholder communications, and improve documentation while reviewing outputs for accuracy, tone, relevance, and completeness.
• Flexible and willing to travel as needed (up to 10%).

Qualifications

• Located in one of the following states: 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.

Skills

• Client relationship management: Exceptional ability to build trust and foster long-term partnerships through reliable follow-through, effective communication and strong customer service.
• Investigation & Critical Thinking: Strong investigative skills, with the ability to act resourcefully to diagnose complex learner issues and coordinate across multiple stakeholders to drive resolution.
• Operational Excellence: Demonstrated ability to stay organized across multiple systems, improve operational efficiency, and identify recurring trends that create opportunities for scalable process and product enhancements.
• Strong Communication: Skilled at delivering clear, concise guidance to both internal and external stakeholders while translating complex information. Builds trust with clients through clear and thoughtful responses to learner-related questions and challenges.
• AI-Enabled Client Success: Can collaborate with generative AI to enhance operational excellence, accelerate issue resolution, and produce clear communications that improve the learner experience, strengthen client satisfaction, and support scalable process improvements.

Benefits

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

Pay

Final offer amounts are dependent on multiple factors including location, depth of experience, interview performance and equity with other team members. We encourage you to talk with your recruiter to learn more about the total compensation and benefits available for this role. Compensation range: $75,000—$85,000 USD

Schedule

Flexible vacation policy