[Hiring] Senior Client Success Specialist @InStride

Role Description

InStride is currently seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role will support the team in developing partner relationships and growth strategy, delivering on annual targets and retention/impact objectives, identifying expansion opportunities and improving overall client satisfaction. This role will serve as relationship manager for InStride’s specialty, scholarship-only client accounts.

Successful candidates will achieve results through building trust and mutually beneficial, long-term relationships with their partners while collaborating with cross-functional teams across InStride. 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.

Qualifications

• 2+ years of experience in corporate client success and/or corporate client services role
• Customer-first mentality, with a focus on building and nurturing strong, lasting relationships both internally and externally
• Excellent independent judgment, carefully evaluating options and making decisions in the best interest of the company and its partners
• Creative problem-solver, excelling at envisioning and articulating solutions to complex and evolving customer challenges
• Outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor
• Committed to achieving results, combining a bias for speed and action with high analytic accuracy and attention to detail
• Flexible and willing to travel as needed (up to 10%)

Requirements

• Exceptional ability to build trust and foster long-term partnerships through reliable follow-through and effective communication
• Skilled at delivering clear, compelling presentations and conveying complex information persuasively to diverse audiences
• Proficient in analyzing data to uncover trends, solve problems, and make informed, data-driven decisions that drive measurable outcomes
• Demonstrated ability to optimize processes, systems, and tools for enhanced efficiency

How you will create impact

• Act as a trusted thought partner and InStride resource for client stakeholders by functioning as primary client liaison
• Support the delivery of a yearly business review for select clients to demonstrate program value and assess potential opportunities for account growth
• Understand partner sentiment by analyzing customer health metrics, running Net Promoter Score (NPS) surveys and gathering other feedback
• Provide InStride teams with ongoing client updates and information through Salesforce updates, client notes, internal communication channels and other sources of documentation
• Build presentation materials for various internal and external meetings
• Execute a scalable program management strategy to nurture and renew existing accounts
• Responsible for revenue maintenance and generation through learner enrollments and account growth strategies year over year
• Identify, track, analyze and communicate key success metrics to deliver against goals internally and with our partners
• Understand and facilitate key operational elements of client program design to ensure successful program maintenance and expansion
• Serve as the primary point of contact and account owner for specialty, scholarship-only client accounts
• Create positive and trusting working relationships with client stakeholders
• Set and achieve partnership goals including enrollment, retention, engagement and the overall health of the partner/InStride relationship
• Develop deep subject matter expertise on the end-to-end experience of our learners
• Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams
• Collect and synthesize significant feedback to advise on decision-making and product strategy

Benefits

• Eligible to enroll in 2,800+ online certificate and degree programs through our Step Forward program
• 401(k) plan with company match
• Flexible vacation policy
• Paid family leave
• Best-in-class health care benefits
• And more!