Senior Customer Success Manager

Instructure, Inc. • ,

2d • Hybrid

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:
We are looking for a Senior Customer Success Manager to work with our higher education clients. This position will focus specifically on supporting our customers who are leaders in the NORAM higher education market, represent a significant financial commitment, or are partners with Instructure’s innovation. A Senior CSM is expected provide exceptional customer service to maintain strong relationships and contribute to building an outstanding CSM culture.
The Senior Customer Success Manager will participate in efforts to maintain account health, grow the account, and increase the market presence of Instructure. The primary focus of this position is to manage existing accounts, liaise with accounts and executive sponsors, and position Instructure to capture additional market share through a solutions oriented approach. The position will also focus on improving organizational communication and sharing knowledge with our CSM team.

Requirements

• Requires a Bachelor's Degree or a minimum of 4+ years of Account Management experience.
• A strong understanding of Customer Success and why the position exists in SasS.
• Strong organizational skills, demonstrated follow up and follow through.
• Exceptional communication skills both written and verbal.
• Capacity to set correct expectations and manage issues to completion.
• Multitask and prioritize tasks in a changing environment.
• Strong team mentality, utilizing internal and external resources strategically and judiciously.
• Customer-facing background within the software industry.
• Demonstrated ability to solve problems and seek solutions.

Nice To Haves

• Higher education industry experience and knowledge preferred.

Responsibilities

• Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory.
• Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals.
• Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint.
• Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations.
• Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams.
• Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories.
• Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution.
• Mentor other CSMs and serve as a leader within the CSM organization.
• Take on stretch projects to support our customers and the team.

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
• 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
• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
• The technology and tools you need to do your best work
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

What This Job Offers

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