Senior Customer Success Manager

🕒 May 15

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure on 2024-07

Education • SaaS • B2B

Instructure is an education-technology company that builds cloud-based learning and assessment platforms, best known for Canvas LMS. It provides an integrated ecosystem of SaaS products and services — including learning management, standards-aligned assessment (Mastery), credentialing and records (Parchment), analytics, and tools for K–12, higher education, and business/government training. Instructure focuses on student success, partner integrations, and scalable solutions for institutions and organizations to deliver, assess, and credential learning.

📋 Description

• Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory. • Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals. • Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint. • Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations. • Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. • Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories. • Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution. • Mentor other CSMs and serve as a leader within the CSM organization. • Take on stretch projects to support our customers and the team.

🎯 Requirements

• Requires a Bachelor's Degree or a minimum of 4+ years of Account Management experience. • A strong understanding of Customer Success and why the position exists in SasS. • 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. • Customer-facing background within the software industry. • Demonstrated ability to solve problems and seek solutions. • Higher education industry experience and knowledge preferred.

🏖️ Benefits

• 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