# Sr. Customer Success Manager

**Company**: Instructure
**Location**: US-REMOTE
**Work arrangement**: remote
**Experience**: senior
**Job type**: Full-time
**Salary**: $80K - $90K
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/instructure/7947f857-080e-4a65-a93c-7fb4c8f2cfc6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c5cccfc6-efb

## Description

At Instructure, we believe in the power of people to grow and succeed throughout their lives.

We are seeking a highly skilled and experienced Sr. Customer Success Manager (CSM) to join our Strategic HigherEd CSM team.

**Key Responsibilities**

**Strategic Customer Success Management**

- Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members.

- Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.

- Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate.

- Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience.

**Working Smarter with AI**

- Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations.

- Bring new workflows and tools to the team.

- Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement.

**Driving Product Adoption and Value**

- Deeply understand each strategic 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 strategic users.

- Share industry trends, emerging EdTech benchmarks, and peer-customer success stories to inspire strategic adoption.

**Retention and Growth**

- Own the strategic health and growth trajectory of your portfolio, partnering closely with dedicated Renewal Reps, who lead the commercial renewal process.

- Identify opportunities for upselling and cross-selling within existing strategic 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.

**Qualifications**

- 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 (e.g., portfolios of $3M+ annually).

- Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows.

- 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.

**Benefits**

- Competitive compensation, plus all full-time employees participate in our ownership program.

- Flexible work culture.

- Generous time off, including local holidays and our annual “Dim the Lights” period in late December.

- Comprehensive wellness programs and mental health support.

- Learning and development resources, including professional development tools and tuition reimbursement.

- The technology and tools you need to do your best work.

- Motivosity employee recognition program.

- A culture rooted in inclusivity, support, and meaningful connection.

## Skills

### Required
- Salesforce
- Gainsight
- JIRA
- Tableau
- MS Office Suite
- ChatGPT
- Claude
- Copilot

### Nice to have
- EdTech
- SaaS

---

Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/instructure/7947f857-080e-4a65-a93c-7fb4c8f2cfc6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)