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, 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. What we're looking for: 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. 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, 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  Who you are (ideal profile) : 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%)  How you will create impact (key responsibilities) : 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. Compensation At InStride, final offer amounts are dependent on multiple factors including location, depth of experience, interview performance and equity with other team mem