instructure - Sr. Customer Success Manager
Requirements
• Bachelor’s degree in Business, Education, Technology, or related field. • Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred. • Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually). • Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows. • Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership. • Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite). • Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution. • Ability to travel 10–15% for customer engagements, conferences, and team events. • Get in on all the awesome at Instructure! • We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. • Comprehensive wellness programs and mental health support • Learning and development resources, including professional development tools and tuition reimbursement, to support your growth • The technology and tools you need to do your best work • Motivosity employee recognition program • A culture rooted in inclusivity, support, and meaningful connection • We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Responsibilities
• STRATEGIC CUSTOMER SUCCESS MANAGEMENT • Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members. • Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities. • Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate. • Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience. • Working smarter with AI • Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations. • Bring new workflows and tools to the team. • Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement. • DRIVING PRODUCT ADOPTION AND VALUE • Deeply understand each strategic member's business objectives, workflows, and desired outcomes to tailor success plans. • Drive product adoption and utilization across member organizations by providing strategic guidance and best practices. • Collaborate with Product Management to relay member feedback and advocate for improvements that benefit strategic users. • Share industry trends, emerging EdTech benchmarks, and peer-customer success stories to inspire strategic adoption. • RETENTION AND GROWTH • Own the strategic health and growth trajectory of your portfolio, partnering closely with dedicated Renewal Reps, who lead the commercial renewal process. • Identify opportunities for upselling and cross-selling within existing strategic accounts and partner with the Sales team to drive these opportunities. • Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM.
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