What we're looking for (role overview):

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.

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.
• Communication: Skilled at delivering clear, compelling presentations and conveying complex information persuasively to diverse audiences.
• Analytical Skills: Proficient in analyzing data to uncover trends, solve problems, and make informed, data-driven decisions that drive measurable outcomes.
• Operational Excellence: Demonstrated ability to optimize processes, systems, and tools for enhanced efficiency.

Who you are (ideal profile):

• You have 2+ years of experience in corporate client success and/or corporate client services role
• You bring a customer-first mentality, with a focus on building and nurturing strong, lasting relationships both internally and externally.
• You demonstrate excellent independent judgment, carefully evaluating options and making decisions in the best interest of the company and its partners.
• A creative problem-solver, you excel at envisioning and articulating solutions to complex and evolving customer challenges while identifying opportunities for improvement.
• You possess outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor.
• Committed to achieving results, you combine a bias for speed and action with high analytic accuracy and attention to detail.
• You are flexible and willing to travel as needed (up to 10%)

How you will create impact (key responsibilities):

Strategic and Operational Excellence:

• Act as a trusted thought partner and InStride resource for client stakeholders by functioning as primary client liaison - supporting clients through various aspects of program management including, but not limited to, creation and execution of overall account strategy, technical issue resolution, learner support items, billing needs, learner communications, legal items and general Q&As.
• 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.

Partnership Growth:

• 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, where possible.

Relationship Management:

• 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 - developing and leading key client initiatives across your partners’ organization while driving efficient engagement with them.
• Set and achieve partnership goals including enrollment, retention, engagement and the overall health of the partner / InStride relationship.

Learner Experience & Success:

• Develop deep subject matter expertise on the end-to-end experience of our learners, identifying potential barriers, challenges and opportunities.
• Collaborate cross-functionally to meet our business objectives and effectively coordinate with internal teams including marketing, product, academic partnerships, sales and support.
• Collect and synthesize significant feedback to advise on decision-making and product strategy.