Sr. Client Success Specialist

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, DC, DE, FL, GA, IL, IN, KS, LA, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OR, PA, TX, VA, WA, WI.

InStride is currently seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role will work hand in hand with our Senior Client Success Managers to support our major clients by focusing on the operational needs of our enrolled learners. This role will support the client success team to deliver on annual program targets while improving overall client satisfaction. 

The primary task will be to drive an exceptional operational experience for clients by working to resolve learner challenges in a timely manner. This team member will work cross functionally across InStride’s internal teams (e.g., Client Success, Learner Support, Product, Technology, Marketing) and external partners (Clients and Academic Partners) to resolve questions and challenges raised by learners and client stakeholders. They will identify learner escalation trends, surface feedback to all parties, and represent the learner perspective internally to enhance InStride’s internal processes keeping client satisfaction top of mind. This role will also provide learner escalation support for clinical programming and may support other strategic client needs, all of which will help this team member grow into an independent client success manager role over time. 

This position reports to the Sr. Manager, Client Success.

• Client relationship management: Exceptional ability to build trust and foster long-term partnerships through reliable follow-through, effective communication and strong customer service 
• Investigation & Critical Thinking: Strong investigative skills, with the ability to act resourcefully to diagnose complex learner issues and coordinate across multiple stakeholders to drive resolution
• Operational Excellence: Demonstrated ability to stay organized across multiple systems, improve operational efficiency, and identify recurring trends that create opportunities for scalable process and product enhancements
• Strong Communication: Skilled at delivering clear, concise guidance to both internal and external stakeholders while translating complex information. Builds trust with clients through clear and thoughtful responses to learner-related questions and challenges
• AI-Enabled Client Success: Can collaborate with generative AI to enhance operational excellence, accelerate issue resolution, and produce clear communications that improve the learner experience, strengthen client satisfaction, and support scalable process improvements 

• You have 2+ years or more of experience in customer success and/or client services role, particularly in technology-enable services
• You bring a customer-first mentality, with a focus on building and nurturing strong, lasting relationships both internally and externally
• Strong analytical and problem-solving skills
• Detail-oriented and able to manage multiple priorities at once with a high degree of autonomy
• Experience using generative AI tools to identify trends, draft stakeholder communications, and improve documentation while reviewing outputs for accuracy, tone, relevance, and completeness 
• Excellent independent judgment - ability to consider, compare and evaluate different courses of action, and make an informed decision in the best interests of the learner, our partners and the company
• Outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor.
• Experience in ticketing systems like Zendesk and Jira is a plus 
• You are flexible and willing to travel as needed (up to 10%) 

• →Develop deep expertise in the end-to-end learner experience, solve learner challenges quickly, proactively identify barriers and root causes of learner challenges, and surface opportunities to improve outcomes and program effectiveness.
• →Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including client success, product, learner engagement, academic partnerships and learner support. 
• →Analyze learner, client, and partner feedback to identify trends, uncover opportunities for product enhancements.
• →Act as a trusted thought partner and InStride resource for client stakeholders by functioning as primary client liaison on learner-related and other support issues.
• →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.

At InStride, we foster a culture of belonging, we support authenticity and intersectionality, and we embrace and appreciate our differences. We do this by building a diverse pipeline of talent and ensuring equitable access to opportunities, information and leadership. We celebrate diversity and are committed to creating an inclusive environment for all employees. 

If you have a disability or special need that requires accommodation, please let your recruiter know. 

InStride recommends employees have their COVID vaccinations. InStride may require employees to have COVID vaccination before entering the office or attending any InStride-related even in the future. However, we do not require this at this time.

 For questions on how we use personal information of job applicants, please refer to InStride's Job Applicant Privacy Policy.

Beware of recruiting scams. InStride does not require a financial transaction or any financial account information to be eligible for employment. If you receive a message purporting to be from InStride asking you for a financial transaction, your financial account information, or any other sensitive information, please do not respond and let us know immediately at recruiting@instride.com.

InStride is a human capital management company that helps organizations retain talent, upskill employees, and fill critical workforce roles through education programs. By breaking down barriers to learning, fostering career growth aligned with organizational goals, and simplifying program management, InStride delivers lasting impact. Partnering with forward-thinking companies like Labcorp, Adidas, and SSM Health, InStride drives meaningful social and business outcomes by providing access to life-changing education. Visit instride.com or follow InStride on LinkedIn for more information and up-to-date news.