5-8+ years leading and scaling teams in operations or customer success
Experience managing a small team of employees, with a focus on hiring and development
Proven track record in handling customer escalations with empathy
Background in managing or recruiting service providers is a plus
Hands-on experience in a startup or high-growth marketplace
Familiarity with CRMs (HubSpot, Salesforce) and optimizing workflows
Detail-oriented with a high bar for excellence, capable of sustaining momentum
Responsibilities
Lead the customer escalation function for fast and consistent resolution
Develop SOPs to improve quality and reduce refund rates
Architect and implement processes for counselor performance and efficiency
Collaborate cross-functionally for new product launches
Design upsell/cross-sell strategies with sales and marketing teams
Build student feedback loops to enhance counselor training and performance
Support a small student success team, fostering a culture of accountability
Benefits
Autonomy to run an entire function with influence on company direction
Opportunity to impact the futures of thousands of students
Competitive compensation with performance upside
401(k) with company match
Health, dental, and vision insurance covered 100% by employer
Flexible paid time off and paid holidays
Full Job Description
The Role
As 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 Do
Customer Success & Escalations
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
Process Design & Operational Excellence
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
New Product & Vertical Launches
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
Upsells & Cross-Sells
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
Student Feedback & Counselor Development
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
Team Leadership & Growth
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
For the right person, there is potential to grow into a leadership role as Inspira scales - but above all, we're looking for someone who executes with excellence first
Who You Are
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
Thrive on ownership and autonomy, continuously improving processes and outcomes week over week
Comfortable wearing many hats and able to discern when to build something new vs. optimize what already exists
Energized by working with people and passionate about solving for both sides of a marketplace
Collaborative, humble, and hardworking. You bring zero ego and a strong "roll-up-your-sleeves" mentality
What You'll Get
A front-row seat at a fast-growing, mission-led company
Autonomy to run an entire function, and real influence on the company's future
Founders who care deeply about impact, and give you space to run
A chance to help thousands of students realize their dreams
Competitive compensation, performance upside, and a clear growth path
Why you'll love Inspira
Amazing people with a great vision and values
Mission-driven team culture focused on student success
Your work directly impacts the lives and careers of students across the globe
Health, dental, and vision insurance, base plans 100% employer paid
Flexible paid time off (PTO) and paid holidays
401(k) with company match
For more information about our company, please visit our website: Inspira Education Group.
