Student Success Manager

About Inspira Education

Inspira Education Group is a fast‑growing edtech startup dedicated to democratizing high‑quality coaching for students worldwide.

As a Student Success Manager, you’ll orchestrate the student experience, matching students with counselors and ensuring successful admissions and test‑prep journeys.

This is a 100% onsite role in NYC (Gramercy office) – 5 days a week attendance.

• 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

• Architect and implement new processes to improve counselor performance, student experience, and business efficiency
• Leverage CRM and automation tools (Hub Spot, etc.) to streamline workflows and maintain data integrity
• Build reporting systems that provide visibility into counselor utilization, escalation trends, and upsell success

• 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

• 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

• 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

• 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

• 3–7 years of experience leading and scaling teams in operations, customer success, or program management, ideally within a high‑growth service, education, or marketplace environment
• 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 Hub Spot, 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

• A front‑row seat at a fast‑growing, mission‑led company
• Autonomy to run an…