Customer 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, Jeff Fluhr (Founder of Stubhub), and David Sacks (Former COO of PayPal and Founder of Yammer).

The Role

As a Customer 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 a hybrid position based in New York City, requiring four (4) days per week in our 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

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
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