Senior Manager, Student Success

Skip to main content Senior Manager, Student Success Inspira Education New York, NY Apply Senior Manager, Student Success Inspira Education New York, NY 6 days ago Be among the first 25 applicants See who Inspira Education has hired for this role Apply Save Report this job About Inspira EducationInspira 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.As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).The RoleAs a Senior Manager, Student Success, 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 100% onsite role based in NYC, requiring 5 days a week attendance in our Gramercy office.What You’ll DoCustomer Success & EscalationsLead the customer escalation function to ensure fast, empathetic, and consistent issue resolutionDevelop SOPs and escalation protocols to improve quality and reduce refund ratesBuild out processes to track and improve NPS, CSAT, and retention metricsTurn escalations into feedback loops that inform process improvements and product enhancementsProcess Design & Operational ExcellenceArchitect and implement new processes to improve counselor performance, student experience, and business efficiencyLeverage CRM and automation tools (HubSpot, etc.) to streamline workflows and maintain data integrityBuild reporting systems that provide visibility into counselor utilization, escalation trends, and upsell successNew Product & Vertical LaunchesLead operational planning and execution for new products, services, or verticalsCollaborate cross-functionally across sales, marketing, product, and tech to ensure seamless launchesEnsure backend systems, counselor training, and customer support are ready to scale with each new launchUpsells & Cross-SellsPartner with sales and lifecycle marketing to design and implement upsell/cross-sell strategiesTrain counselors and student success teams to identify upsell opportunities during client interactionsTrack and optimize upsell performance as a key driver of revenue per studentStudent Feedback & Counselor...