Senior Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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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

• Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members • Own regular strategic executive business reviews with key stakeholders to align on goals, review performance, and identify expansion opportunities • Monitor customer health metrics, identify risks early, and develop mitigation strategies • Serve as the primary point of contact for strategic members • Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce administrative work • Bring new AI workflows and tools to the team • Partner with CS leadership to replace reactive interventions with earlier strategic engagement • Understand each strategic member’s objectives, workflows, and desired outcomes to tailor success plans • Drive product adoption and utilization through strategic guidance and best practices • Collaborate with Product Management to relay member feedback and advocate for improvements • Share industry trends, emerging EdTech benchmarks, and peer-customer success stories • Own the strategic health and growth trajectory of the portfolio with Renewal Representatives • Identify upselling and cross-selling opportunities and partner with Sales • Maintain accurate documentation of member interactions, success plans, and forecasts in the CRM

🎯 Requirements

• Bachelor’s degree in Business, Education, Technology, or related field • Five or more 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, such as portfolios of $3M+ annually • Experience using generative AI tools such as ChatGPT, Claude, or Copilot • Experience using generative AI to scale customer communication, analyze churn data, and optimize account management workflows • Exceptional communication and executive presence • Ability to influence stakeholders at all levels, including senior university leadership • Strong proficiency with Salesforce, Gainsight, JIRA, Tableau, and MS Office Suite • Ability to thrive in a high-growth, fast-paced environment while balancing strategic thinking with tactical execution • Ability to travel 10–15% for customer engagements, conferences, and team events • All employees 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 • Ownership program for all full-time employees • Flexible work culture • Generous time off, including local holidays and 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 focused on meaningful connection