Senior Customer Success Manager

🕒 il y a 21 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🏆 Customer Success

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Instructure

Site WebLinkedInTous les Emplois

1001 - 5000 employés

📚 Éducation

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure en 2024-07

Education • SaaS • B2B

Instructure est une entreprise spécialisée dans la technologie éducative qui conçoit des plateformes d'apprentissage et d'évaluation basées sur le cloud, connue principalement pour Canvas LMS. Elle propose un écosystème intégré de produits et services SaaS, incluant la gestion de l'apprentissage, l'évaluation alignée sur les normes (Mastery), la certification et les archives (Parchment), l'analyse, ainsi que des outils pour l'éducation K-12, le supérieur et la formation dans le milieu professionnel/gouvernemental. Instructure se concentre sur la réussite des étudiants, l'intégration avec des partenaires, et des solutions évolutives pour permettre aux institutions et organisations de délivrer, évaluer et certifier l'apprentissage.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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