Fast Facts
InStride is seeking a motivated Sr. Client Success Specialist to build strong partner relationships and drive growth strategies, aiming to enhance client satisfaction and business results.
Responsibilities: Manage client relationships for franchise operators, drive strategic engagement, track success metrics, and provide operational excellence.
Skills: Exceptional client relationship management, tailored communication, analytical abilities, and operational optimization expertise.
Qualifications: 2+ years in client success/services, strong interpersonal and communication skills, customer-focused mentality, problem-solving abilities.
Location: Los Angeles, CA or Remote
Compensation: Not provided by employer. Typical compensation ranges for this position are between $75,000 - $105,000.
What we're looking for:
InStride is currently seeking a highly motivated and driven Sr. Client Success Specialist to support the team developing partner relationships and growth strategy, delivering on annual targets and retention/impact objectives, identifying expansion opportunities and improving overall client happiness.
Successful candidates will achieve results through building trust and mutually beneficial, long-term relationships with their partners (focusing at the outset on satisfying the operational needs of franchise operators and their employees from two of our large franchise clients) and working closely with cross-functional teams across InStride and our academic network.
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. This position reports to the Director, 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 and effective communication.
- Tailored Communication: Skilled at delivering clear, compelling presentations and conveying complex information persuasively to diverse audiences.
- Analytical Savvy: Proficient in analyzing data to uncover trends, solve problems, and make informed, data-driven decisions that drive measurable outcomes.
- Operational Excellence: Demonstrated ability to take initiative on optimizing processes, systems, and tools for enhanced efficiency.
Who you are:
- 2+ years or more of experience in client success and/or client services role
- Customer-first mentality with a focus on building and nurturing strong and lasting relationships both internally and externally
- Excellent independent judgment. Ability to consider, compare, and evaluate different courses of action, and make an informed decision in the best interests of the company
- Creative problem-solver that can envision and articulate solutions to complex and evolving customer issues and identify opportunities for improvement
- Demonstrate outstanding interpersonal, verbal and written communication skills, with a consistently professional demeanor
- Committed to results, combining with a bias for speed and action with a high level of analytic accuracy and attention to detail
- Willing to travel as needed (up to 10%)
How you will create impact:
Partnership Growth:
- Responsible for revenue generation through learner enrollments and account growth year over year.
- Deliver and communicate return on investment for franchise operators throughout the customer lifecycle.
- Track, analyze and communicate key success metrics to develop and execute against goals internally and with our partners.
- Understand key operational elements of program design to ensure successful program growth and expansion.
Relationship Management:
- Serve as the primary point of contact and account owner for franchise operators at two of our large franchise clients.
- Develop and lead key client initiatives across your partners’ organizations and drive strategic engagement with them.
- Set and achieve partnership goals including enrollment, retention, engagement and the overall health of the partners / InStride relationships.
- Find opportunities for franchise operators to act as advocates (e.g. testimonials, case studies, interviews).
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.
Strategic Advice:
- Provide your clients with valued partnership and thought leadership.
- Be a trusted, strategic advisor at the executive level and beyond ensuring your partners stay up-to-date on the latest product features, new academic programs, strategic workforce development solutions and key initiatives.
Operational Excellence:
- Establish and lead a cadence of ongoing syncs with franchise operators. Support the delivery of regular business reviews with client leadership to evaluate success and align on upcoming opportunities.
- Understand partner outcomes by communicating with franchise operators, analyze customer health metrics, run Net Promoter Score (NPS) surveys and gather other feedback.
- Support the Director, Client Success in providing up-to-date client information in Salesforce and other sources of documentation.
- Build presentation materials for various internal and external meetings.
