Customer Success Manager, Parchment (K12)

Instructure, Inc.

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: Customer Success is central to Parchment’s growth, retention, and long-term market leadership. Our ability to remain the industry’s preferred credentialing partner depends on delivering measurable impact and a consistently exceptional experience. We are seeking a highly skilled and experienced Customer Success Manager (CSM) to join our team. This role is crucial for managing and nurturing relationships with our high-volume members. The ideal candidate will possess a high-caliber skill set, a proven track record in strategic customer success, and the ability to drive engagement, adoption, and retention for a large base of key accounts. This individual will act as a trusted advisor, leveraging data and strategic planning to ensure our high-volume members achieve maximum value from our platform.

Requirements

Bachelor’s degree in Business, Education, Technology, or related field.
5 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 (e.g., portfolios of $3M+ annually).
Deep passion for the education ecosystem and familiarity with the credentialing or student information landscape
Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.
Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite).
Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution.
Ability to travel 10–15% for customer engagements, conferences, and team events.

Responsibilities

Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members.
Conduct regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
Proactively monitor customer health metrics, identify risks, and develop mitigation strategies before issues escalate.
Serve as the primary point of contact for high-volume members, ensuring seamless communication and a consistently positive customer experience.
Deeply understand each high-volume member's business objectives, workflows, and desired outcomes to tailor success plans.
Drive product adoption and utilization across member organizations by providing strategic guidance and best practices.
Collaborate with Product Management to relay member feedback and advocate for improvements that benefit high-volume users.
Facilitate training sessions and create resources to support new product feature adoption.
Be accountable for renewals and minimizing churn within the assigned portfolio.
Identify opportunities for upselling and cross-selling within existing high-volume accounts and partner with the Sales team to drive these opportunities.
Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM.