Manager, Customer Success - Higher Education

Instructure, Inc.

2d

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 Manager, Customer Success - Higher Education at Instructure leads a team of Customer Success Managers (CSMs) dedicated to fostering strong relationships and driving product adoption within our higher education client base, ensuring their continued success and retention with Instructure's learning platforms.

Requirements

• Bachelor's degree in a relevant field (e.g., Education, Business, Technology) or equivalent practical experience.
• 5+ years of experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a leadership or management capacity.
• Demonstrated experience working with higher education institutions and a strong understanding of the academic landscape, challenges, and technology needs.
• Proven track record of managing and developing high-performing teams.
• Excellent communication, interpersonal, and presentation skills, with the ability to effectively engage with diverse stakeholders, from faculty to executive leadership.
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Proficiency with CRM software (e.g., Salesforce) and customer success platforms.
• Ability to travel occasionally for client meetings or industry events.

Responsibilities

• Lead, mentor, and develop a high-performing team of Customer Success Managers focused on higher education institutions.
• Set clear performance goals and objectives for the team, including renewal rates, product adoption, and customer satisfaction.
• Oversee the entire customer lifecycle for a portfolio of higher education accounts, from onboarding and implementation to ongoing engagement and renewal.
• Develop and implement strategies to proactively identify and mitigate risks to customer satisfaction and retention.
• Collaborate cross-functionally with sales, product, marketing, and support teams to ensure a seamless and positive customer experience.
• Analyze customer data and trends to identify opportunities for process improvement, product enhancements, and value realization.
• Act as an escalation point for complex customer issues and work towards timely and effective resolutions.
• Contribute to the continuous improvement of Customer Success playbooks, processes, and best practices.
• Represent Instructure at industry events and conferences as needed.

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: Manager