Instructure, Inc. - Customer Success Manager, Parchment (K12)
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Requirements
• track record in strategic customer success, and the ability to drive engagement, adoption, • and retention for a large base of key accounts. This individual will act as a trusted advisor, • leveraging data and strategic planning to ensure our high-volume members achieve • maximum value from our platform.
Responsibilities
• Strategic Account Management • Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members. • Conduct regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities. • Proactively monitor customer health metrics, identify risks, and develop mitigation strategies before issues escalate. • Serve as the primary point of contact for high-volume members, ensuring seamless communication and a consistently positive customer experience. • Driving Product Adoption and Value • Deeply understand each high-volume 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 high-volume users. • Facilitate training sessions and create resources to support new product feature adoption. • Retention and Growth • Be accountable for renewals and minimizing churn within the assigned portfolio. • Identify opportunities for upselling and cross-selling within existing high-volume 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. • Bachelor’s degree in Business, Education, Technology, or related field. • 5 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). • Deep passion for the education ecosystem and familiarity with the credentialing or student information landscape • 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. • We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Benefits
• $80K – $85K • $35K Commission • We expect most new hires to fall within this range, though actual pay may vary based on experience, skills, location, and business needs. • On-Target Earnings (OTE) for this role are up to $120,000 annually. Actual earnings vary based on performance and other job-related factors. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • I am authorized to work in this country for any employer • I am authorized to work in this country for my present employer • I require sponsorship to work in this country • I need to transfer to sponsorship • My status to work in this country is unknown • Referred by an Instructure Employee • Instructure Event • Do you have 5 years of experience in Customer Success or Account Management? • Do you have professional experience working within the EdTech or SaaS industry? (If yes, please briefly specify) • Have you successfully managed a book of business or portfolio exceeding $3M in annual recurring revenue (ARR)? • Recruiting Privacy Policy • Instructure, Inc. may use Artificial Intelligence with this application. Learn more.
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