Senior Manager, Student Success

About the Company

Inspira Education Group is one of the fastest-growing edtech startups in the US. We are building a leading network of top admissions coaches in medical, legal, business, and college studies to democratize access to high-quality coaching worldwide.

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
• Architect and implement new processes to improve counselor performance and business efficiency
• Leverage CRM and automation tools like HubSpot to streamline workflows
• Lead operational planning and execution for new products and vertical launches
• Partner with sales and marketing to design and implement upsell/cross-sell strategies
• Build structured student feedback loops to capture insights on counselor performance
• Support and collaborate with a small student success team

Requirements

• 5-8+ years of experience in operations, customer success, or program management
• Experience managing a small team of full-time employees
• Proven ability to handle customer escalations
• Hands-on experience in a startup or high-growth marketplace business
• Familiarity with CRMs such as HubSpot, Salesforce, or Airtable
• Strong ownership, autonomy, and problem-solving skills

Preferred Qualifications

• Background in managing or recruiting service providers like coaches, tutors, or consultants

Benefits

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