Senior Renewal Representative - HiEd

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

As a Senior Renewal Representative (HiEd) at Instructure, Inc., you will play a critical role in managing a broader and more complex portfolio of higher education customer accounts, with a focus on both strategic account retention and growth.

Responsibilities and Duties:

• Manage a diverse portfolio of renewal accounts, including medium and large-scale contracts, to ensure timely and accurate renewals.
• Develop tailored renewal strategies to maximize customer retention and identify expansion opportunities.
• Collaborate closely with Customer Success Managers (CSMs) and Sales Representatives to align on account strategies and overall customer health.
• Create, deliver, and manage complex renewal quotes, ensuring alignment with customer needs and usage data.
• Conduct renewal forecasting with a high degree of accuracy, providing management with regular updates on progress, risks, and opportunities.
• Lead renewal negotiations, addressing customer objections, pricing discussions, and contract adjustments to reach mutually beneficial outcomes.
• Serve as a subject matter expert (SME) on quoting tools and CRM best practices, driving data integrity and operational efficiency.
• Partner with Product and Marketing teams to understand and communicate product updates or enhancements that may affect renewals.
• Track and report on key renewal performance metrics to identify trends and inform process improvements.

Qualifications, Skills, and Requirements:

• Minimum of 3 years of experience in customer success, account management, or renewal management roles, preferably in the SaaS or education technology industry.
• Proven ability to manage and grow customer relationships, with experience handling high-value and multi-product accounts.
• Strong negotiation skills and advanced ability to navigate complex discussions with clients.
• Analytical thinker with the capability to analyze usage data, identify trends, and apply insights to renewal strategies.
• Demonstrated ability to identify inefficiencies and contribute to operational enhancements and process improvements.
• Advanced proficiency with CRM systems and tools such as Salesforce, Gainsight, Clari, and Gong.
• Excellent communication, organization, and interpersonal skills.
• Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in Business, Education, or a related field preferred.
• Willingness to travel as required to support higher education clients and business objectives, up to 20%.

We offer competitive, meaningful benefits in every country where we operate, including:

• 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
• 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