Senior Customer Success Manager

🕒 August 24

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 23%

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

📚 Education

☁️ SaaS

🤖 Artificial Intelligence

Education • SaaS • Artificial Intelligence

Instructure is an educational technology company that provides various digital tools and platforms to enhance and streamline teaching and learning experiences across different educational levels, from K-12 to professional education. Central to their offerings is the Canvas Learning Management System (LMS), which serves as a comprehensive hub for educators and students to connect and communicate effectively. Instructure also offers additional tools such as Canvas Studio and Canvas Catalog, as well as data-driven insights through Intelligent Insights that utilize AI to improve educational outcomes. The company's products are designed to support evidence-based decision-making, optimize technology usage, and foster impactful results in educational environments.

📋 Description

• Develop and execute strategic account plans for a portfolio of strategic members • Conduct regular strategic executive business reviews with key stakeholders • Align on goals, review performance, and identify expansion opportunities • Monitor customer health metrics and identify risks early • Develop mitigation strategies before issues escalate • Serve as the primary point of contact for strategic members • Use generative AI tools to strengthen account knowledge and detect signals • Reduce administrative work through AI-enabled workflows • Bring new workflows and tools to the team • Partner with CS leadership to identify earlier, more strategic AI-augmented engagement • Understand members’ business objectives, workflows, and desired outcomes • Tailor customer success plans • Drive product adoption and utilization through strategic guidance and best practices • Collaborate with Product Management to relay member feedback and advocate for product improvements • Share industry trends, EdTech benchmarks, and peer-customer success stories • Own the strategic health and growth trajectory of the portfolio • Partner with Renewal Representatives on commercial renewals • Identify upselling and cross-selling opportunities and partner with Sales • Maintain accurate 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, including portfolios of $3M+ annually • Experience using generative AI tools such as ChatGPT, Claude, or Copilot • Experience scaling customer communication, analyzing churn data, and optimizing account management workflows • Exceptional communication and executive presence • Ability to influence stakeholders at all levels, including senior university leadership • 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 • Must pass a background check • May be required to verify legal name, current physical location, valid contact number, and residential address • Must provide accurate personal and professional information

🏖️ Benefits

• Competitive compensation • Ownership program for all full-time employees • Flexible work culture • Generous time off, including local holidays • 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 the job • Motivosity employee recognition program • Inclusive, supportive culture

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