Senior Customer Success Manager, K12

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🔥 0 minutes ago

🇺🇸 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

• Own territory and account plans for approximately 30–35 K12 accounts representing about $3 million in annual recurring revenue • Lead complex, multi-stakeholder account motions across district and superintendent-level relationships • Drive customer retention, expansion, and market growth across the territory • Align Sales, Renewals, Product, and Support around customer outcomes • Build executive-ready QBR and EBR narratives, align stakeholders, anticipate objections, and secure commitments • Develop multi-threaded relationships and expand executive access within accounts • Convert customer value into advocacy through references, case studies, and EBR stories • Partner cross-functionally to refine handoffs and lifecycle processes and lead process improvements • Connect product capabilities to customer outcomes, advise on adoption paths, and flag integration needs and risks • Own renewal strategy and forecast accuracy; run risk reviews and tie value to business outcomes • Track account health, pipeline, and customer engagement in Gainsight, Salesforce, and Gong • Build account-level expansion plans, quantify ROI, and advance opportunities with Sales • Mentor customer success managers and contribute to onboarding and enablement • Take on stretch projects supporting customers and the customer success team • Act as the voice of the customer with Instructure’s product and strategy teams

🎯 Requirements

• Bachelor's degree, or four or more years of account management experience • Proven track record of understanding customer goals and partnering with customers to achieve them • Experience managing renewal retention, pipeline generation, and non-recurring revenue against a quota • Exceptional written and verbal communication skills, including executive presentations • Experience leading complex, multi-stakeholder relationships and navigating organizational change • Ability to set clear expectations and manage issues through completion • Ability to multitask and reprioritize as circumstances change • Customer-facing background in the software industry • Experience with CRM and customer success platforms such as Gainsight, Salesforce, or Gong is a plus • Strong team mentality and track record of mentoring or coaching peers • Strong problem-solving skills and bias toward finding solutions • Must pass a background check • Candidates may be asked to verify their legal name, current physical location, valid contact number, and residential address

🏖️ Benefits

• Competitive compensation • Full-time employee participation in the ownership program • Flexible work culture • Generous time off, including local holidays and the annual “Dim the Lights” period in late December • Comprehensive wellness programs and mental health support • Learning and development resources • Professional development tools • Tuition reimbursement • Technology and tools needed to do your best work • Motivosity employee recognition program • Inclusive, supportive culture and meaningful connection