Serve as a liaison between customers and Instructure
Deliver a superior member experience by exceeding expectations through high-value, consultative engagements
Meet with Parchment members to align products and services with business strategy, identify needs, and uncover opportunities to grow accounts
Develop targeted strategies to build a broad network of relationships across all levels of a member’s organization and within Parchment
Communicate effectively by delivering well-prepared presentations, sharing key results, and communicating difficult messages as needed
Demonstrate in-depth knowledge of Parchment’s products and services, clearly representing their value to members
Manage a book of business of 100–500 accounts, including:
Assisting renewal teams with negotiations and member retention
Expanding existing relationships through price increases, expansions, and cross-selling
Collaborating cross-functionally with fellow Parchies
Handling quoting, negotiating, contract closures, and accurate revenue forecasting
Meeting revenue (renewals and expansions) and customer satisfaction goals

Bachelor’s degree
1–2 years of experience as a Customer Success Manager, Account Manager, or in a related role
Willing and able to work North American hours (1:00 PM – 10:00 PM CET)
Strong ability to set clear expectations and drive issues/goals to completion
Adaptability and expertise in prioritizing tasks within a dynamic environment
Passion for the education industry
Excellent written and verbal communication skills
Confident presentation and public speaking skills
Proficiency with Google or Microsoft Suites and experience with a CRM (e.g., Salesforce)
Proven ability to manage 100–500 member accounts, overseeing a book of business valued between $500,000 and $2M
Consistent track record of achieving 90% or more of quarterly/annual goals.

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
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

Associate Customer Success Manager

Key skills