Sr. Client Success Specialist

At InStride, people are our purpose. 

We believe that investing in people is the most powerful way to drive success—for individuals and organizations alike. 

As a public benefit corporation, we partner with leading employers to unlock opportunities for their employees, providing access to top-tier education programs that align with their employees’ career goals and the company’s business goals. 

Our mission goes beyond skill-building; we're here to empower our partners’ employees to advance their careers, elevate their expertise, and achieve meaningful personal and professional growth.

No matter the team you’re on, our dedication to the success of our partners and their employees is what drives us. If you're passionate about making a difference and driving educational and professional advancement, InStride is the place for you. 

To get a better feel for our culture, watch more here.

Candidates must be located in one of the following states to be considered eligible for employment: AZ, CA, CO, CT, FL, GA, IL, IN, KS, LA, MD, MA, MI, MO, NV, NH, NJ, NY, PA, OH, OR, TX, VA, WA, WI.

What we're looking for:

InStride is currently seeking a highly motivated and driven Sr. Client Success Specialist to support the team developing partner relationships and growth strategy, delivering on annual targets and retention/impact objectives, identifying expansion opportunities and improving overall client happiness. 

Successful candidates will achieve results through building trust and mutually beneficial, long-term relationships with their partners (focusing at the outset on satisfying the operational needs of franchise operators and their employees from two of our large franchise clients) and working closely with cross-functional teams across InStride and our academic network. 

We seek people for this role who bring an eye for business strategy and consultative skills, account and customer success management experience along with a proven track record to achieve business results through partnerships. This position reports to the Director, Client Success.

Skills we’d love to see you show off:

• Client Relationship Management: Exceptional ability to build trust and foster long-term partnerships through reliable follow-through and effective communication. 
• Tailored Communication: Skilled at delivering clear, compelling presentations and conveying complex information persuasively to diverse audiences.
• Analytical Savvy: Proficient in analyzing data to uncover trends, solve problems, and make informed, data-driven decisions that drive measurable outcomes.
• Operational Excellence: Demonstrated ability to take initiative on optimizing processes, systems, and tools for enhanced efficiency.

Who you are:

• 2+ years or more of experience in client success and/or client services role
• Customer-first mentality with a focus on building and nurturing strong and lasting relationships both internally and externally
• Excellent independent judgment. Ability to consider, compare, and evaluate different courses of action, and make an informed decision in the best interests of the company
• Creative problem-solver that can envision and articulate solutions to complex and evolving customer issues and identify opportunities for improvement
• Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
• Committed to results, combining with a bias for speed and action with a high level of analytic accuracy and attention to detail
• Willing to travel as needed (up to 10%)

How you will create impact:

Partnership Growth: 

• Responsible for revenue generation through learner enrollments and account growth year over year. 
• Deliver and communicate return on investment for franchise operators throughout the customer lifecycle. 
• Track, analyze and communicate key success metrics to develop and execute against goals internally and with our partners. 
• Understand key operational elements of program design to ensure successful program growth and expansion.

Relationship Management: 

• Serve as the primary point of contact and account owner for franchise operators at two of our large franchise clients. 
• Develop and lead key client initiatives across your partners’ organizations and drive strategic engagement with them. 
• Set and achieve partnership goals including enrollment, retention, engagement and the overall health of the partners / InStride relationships.