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. InStride is a public benefit corporation that partners with leading employers to unlock educational opportunities for their employees, aligning top‑tier programs with career and business goals. Our mission goes beyond skill‑building; we empower employees to advance their careers, elevate expertise, and achieve meaningful growth. If you’re passionate about making a difference and driving educational and professional advancement, InStride is the place for you. Candidates must be located in one of the following states to be considered eligible: 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 seeking a highly motivated and driven Senior Client Success Specialist to join our team. This role works hand in hand with Senior Client Success Managers to support major clients by focusing on the operational needs of their enrolled learners. The Specialist will help deliver on annual program targets while improving overall client satisfaction. Build strong client relationships through reliable follow‑through, effective communication, and strong customer service. Investigate and solve complex learner issues, coordinating across multiple stakeholders to drive resolution. Maintain operational excellence—stay organized across systems, improve efficiency, and identify trends for scalable process and product enhancements. Communicate clearly and concisely with internal and external stakeholders, translating complex information into actionable guidance. Leverage generative AI to enhance operational excellence, accelerate issue resolution, and produce clear communications that improve the learner experience. Who you are (ideal profile) 2+ years of experience in customer success or client services, especially in technology‑enabled services. Customer‑first mentality with a focus on building and nurturing strong, lasting relationships. Strong analytical and problem‑solving skills. Detail‑oriented and able to manage multiple priorities 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 in evaluating courses of action and making informed decisions in the best interests of learners, partners, and the company. Outstanding interpersonal, verbal, and written communication skills, consistently maintaining a professional demeanor. Experience with ticketing systems such as Zendesk and Jira is a plus. 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 and proactively uncover barriers and root causes. Collaborate cross‑functionally to meet business objectives and coordinate with internal teams (Client Success, Product, Learner Engagement, Academic Partnerships, Learner Support). Analyze learner, client, and partner feedback to identify trends and opportunities for product enhancements. Act as a trusted thought partner and primary client liaison on learner‑related and other support issues. Provide ongoing client updates and information through Salesforce, client notes, internal communication channels, and other documentation sources. Create presentation materials for internal and external meetings. Compensation At InStride, final offer amounts depend on location, depth of experience, interview performance, and equity. Compensation range: $75,000—$85,000 USD. We are looking for someone who is technically skilled and enthusiastic about making a meaningful impact. If this description resonates with you, we encourage you to apply. As a skills‑driven employer, we welcome candidates with a skill fit even if experience requirements are not fully met. Benefits @ InStride All employees are eligible to enroll in 2,800+ online certificate and degree programs through our Step Forward program. InStride covers tuition upfront, regardless of course of study, degree type, or school, and eligibility begins on Day 1. 401(k) plan with company match Flexible vacation policy Paid family leave Best‑in‑class health care benefits And more InStride Diversity and Inclusion Statement We foster a culture of belonging, authenticity, and intersectionality, celebrating diversity and creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let your recruiter know. Policies & Disclosure InStride recommends employees have their COVID vaccination; however, we do not require it 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. If you receive such a request, do not respond and contact View email address on click.appcast.io immediately. About InStride 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. We partner with companies such as Labcorp, Adidas, and SSM Health to provide access to life‑changing education. Visit instride.com or follow us on LinkedIn for more information and updates. #J-18808-Ljbffr InStride