Customer Success Manager

Instructure • Raleigh, NC

6h

About The Position

At Instructure , we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: The Customer Success Manager (CSM) at Instructure, Inc. is a critical role responsible for building and nurturing strong, long-term relationships with our clients, ensuring their successful adoption, utilization, and expansion of Instructure products. This individual acts as a trusted advisor, proactively guiding customers to achieve their desired outcomes and maximizing the value they derive from our solutions. What you will do Client Relationship Management: Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure. Onboarding & Adoption: Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption. Proactive Engagement & Value Realization: Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions. Risk Mitigation & Issue Resolution: Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively. Renewal & Expansion: Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services. Product Expertise: Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers. Customer Feedback & Advocacy: Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure. Strategic Planning: Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives.

Requirements

• Education: Bachelor's degree in a relevant field (e.g., Business Administration, Education, Communications, Technology) or equivalent practical experience.
• Experience: 3+ years of experience in a customer-facing role, such as Customer Success, Account Management, or Consulting, preferably within a SaaS environment.
• Technical Acumen: Strong understanding of cloud-based software and the ability to quickly learn and master new technologies.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to effectively communicate complex technical concepts to diverse audiences.
• Interpersonal Skills: Proven ability to build rapport, influence stakeholders, and navigate complex organizational structures.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive and results-oriented approach.
• Organizational Skills: Excellent time management and organizational skills, with the ability to manage multiple priorities and deadlines effectively.
• Customer Focus: Demonstrated passion for customer success and a commitment to delivering outstanding customer experiences.
• Travel: Ability to travel occasionally to customer sites or industry events as needed.

Nice To Haves

• Experience with Learning Management Systems (LMS) or educational technology is a significant plus.

Responsibilities

• Client Relationship Management: Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure.
• Onboarding & Adoption: Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption.
• Proactive Engagement & Value Realization: Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions.
• Risk Mitigation & Issue Resolution: Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively.
• Renewal & Expansion: Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services.
• Product Expertise: Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers.
• Customer Feedback & Advocacy: Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure.
• Strategic Planning: Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives.

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• 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
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level