Student Success Manager

About Inspira Education

Inspira Education Group is one of the fastest-growing edtech startups in the US. We started with a simple mission to democratize access to high-quality coaching so that every student in the world has an equal opportunity to access the best opportunities.

As the world’s leading network of top admissions coaches in medical, legal, business, and college studies, we’re building software and services in one place—disrupting long-entrenched application processes with products and experiences that strive to provide an equal platform for candidates from diverse backgrounds worldwide.

As one of the fastest-growing edtech firms in the world, we are backed by some of the leading venture capital firms and investors in the world, including Zeev Ventures, Quiet Capital, Craft Ventures and Jeff Fluhr (Founder of Stubhub).

The Role

As a Student Success Manager, 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

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 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 .

Inspira Education Group does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in providing employment opportunities and benefits.