Student Success Manager

The role

You will manage supply operations by matching students with counselors. You will lead customer escalations, design operational processes, and support new product launches.

What you will do

• Lead the customer escalation function to ensure issue resolution
• Develop SOPs and escalation protocols
• Build processes to track NPS, CSAT, and retention metrics
• Architect and implement new processes to improve counselor performance and business efficiency
• Leverage CRM and automation tools to streamline workflows
• Build reporting systems for counselor utilization and escalation trends
• Lead operational planning and execution for new products, services, or verticals
• Partner with sales and lifecycle marketing to implement upsell/cross-sell strategies
• Build structured student feedback loops
• Support and collaborate with a small student success team

Required qualifications

• 3–7 years of experience leading and scaling teams in operations, customer success, or program management
• Proven ability to handle customer escalations and collaborate with internal stakeholders
• 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

Nice to have

• Background in managing or recruiting service providers (e.g., coaches, tutors, consultants)

Benefits

• Health, dental, and vision insurance, base plans 100% employer paid
• Pre-tax benefits (FSA, DCFSA, HSA, Commuter)
• Flexible paid time off (PTO)
• Paid holidays
• 401(k) with company match

About the company

Inspira Education Group is an edtech startup building software and services to provide access to high-quality coaching. They are a network of admissions coaches in medical, legal, business, and college studies.