Customer Success Manager – Higher Education

Role Overview

• Client Relationship Management: Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure.
• Onboarding & Adoption: Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption.
• Proactive Engagement & Value Realization: Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions.
• Risk Mitigation & Issue Resolution: Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively.
• Renewal & Expansion: Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services.
• Product Expertise: Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers.
• Customer Feedback & Advocacy: Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure.
• Strategic Planning: Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives.

Requirements

• Education: Bachelor's degree in a relevant field (e.g., Business Administration, Education, Communications, Technology) or equivalent practical experience.
• Experience: 3+ years of experience in a customer-facing role, such as Customer Success, Account Management, or Consulting, preferably within a SaaS environment.
• Technical Acumen: Strong understanding of cloud-based software and the ability to quickly learn and master new technologies. Experience with Learning Management Systems (LMS) or educational technology is a significant plus.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to effectively communicate complex technical concepts to diverse audiences.
• Interpersonal Skills: Proven ability to build rapport, influence stakeholders, and navigate complex organizational structures.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive and results-oriented approach.
• Organizational Skills: Excellent time management and organizational skills, with the ability to manage multiple priorities and deadlines effectively.
• Customer Focus: Demonstrated passion for customer success and a commitment to delivering outstanding customer experiences.
• Travel: Ability to travel occasionally to customer sites or industry events as needed.

Tech Stack

• Cloud

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program
• because everyone should have a stake in our success.
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• 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