instructure - Customer Success Manager

• Manage the Instructure customer experience for all customers within a scaled North American territory • Analyze data and usage trends across your scaled book of business to uncover actionable insights, proactively identifying risks and making strategic recommendations to improve customer health. • Work collaboratively with Sales and Renewals to achieve growth and renewal targets • Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success • Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. • HERE IS WHAT YOU WILL NEED TO KNOW/HAVE: • SUCCESSFUL CANDIDATES WILL HAVE THE FOLLOWING EDUCATION, EXPERIENCE AND SKILLS: • Requires a Bachelor's Degree or 4+ years of Account Management experience. • A strong understanding of Customer Success and why the position exists in SasS. • An avid interest and proficiency in utilizing AI tools to optimize workflows, refine processes, and scale efficiencies for managing a large volume of customers. • Strong organizational skills, demonstrated follow up and follow through. • Exceptional communication skills both written and verbal. • Capacity to set correct expectations and manage issues to completion. • Multitask and prioritize tasks in a changing environment. • Strong team mentality, utilizing internal and external resources strategically and judiciously. • Demonstrated ability to solve problems and seek solutions. • Higher education industry experience and knowledge preferred. • GET IN ON ALL THE AWESOME AT INSTRUCTURE! • WE OFFER COMPETITIVE, MEANINGFUL BENEFITS INCLUDING: • FLEXIBLE SCHEDULES AND A REMOTE-FRIENDLY CULTURE • 1. Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge • 2. Comprehensive wellness programs and mental health support • 3. Annual learning and development stipends to support your growth • 4. The technology and tools you need to do your best work — typically a MacBook • 5. Motivosity employee recognition program • 6. A culture rooted in inclusivity, support, and meaningful connection • 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.