Senior Manager, Student Success

About the role

Inspira Education is seeking a Senior Manager, Student Success to lead the end‑to‑end supply operations of its marketplace. You will match ambitious students with the right counselors and own the overall student experience from enrollment through graduation.

Key responsibilities

• Lead the customer escalation function, ensuring fast, empathetic resolution and developing SOPs to reduce refund rates.
• Design and implement processes that improve counselor performance, student satisfaction (NPS, CSAT) and overall business efficiency.
• Leverage CRM and automation tools such as HubSpot to streamline workflows, maintain data integrity, and build reporting dashboards on counselor utilization and escalation trends.
• Drive operational planning and execution for new product launches, coordinating with sales, marketing, product and tech teams to ensure seamless roll‑outs.
• Partner with sales and lifecycle marketing to create and execute upsell and cross‑sell strategies, training counselors and success teams to identify opportunities.
• Turn escalations into actionable feedback loops that inform product enhancements and process improvements.

Required profile

• 5+ years of experience in customer success, operations or program management, preferably in an education‑technology environment.
• Strong analytical mindset with a track record of building reporting systems and data‑driven processes.
• Excellent communication and relationship‑building skills, able to work closely with students, families and internal stakeholders.
• Proactive, empathetic and comfortable handling high‑stakes escalations.

Required skills

• HubSpot (CRM and automation)