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.