Senior Manager, Student Success

The role

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

What you will do

• Lead the customer escalation function for issue resolution
• Develop SOPs and escalation protocols
• Build processes to track NPS, CSAT, and retention metrics
• Architect and implement 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 and verticals
• Partner with sales and marketing to implement upsell and cross-sell strategies
• Build student feedback loops to capture insights on counselor performance
• Support and collaborate with a small student success team

Required qualifications

• 5-8+ years of experience leading and scaling teams in operations, customer success, or program management
• Experience managing a small team of full-time employees (2–3 people)
• 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
• Competitive compensation
• Performance upside

About the company

Inspira Education Group is an edtech startup that provides a network of admissions coaches in medical, legal, business, and college studies. The company aims to democratize access to high-quality coaching.