Sr. Client Success Specialist

Requirements

• 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 outc

Benefits

Additional Information

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.

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