Customer Success Manager

Instructure is a company dedicated to enhancing learning and personal development through intuitive products. The Customer Success Manager is responsible for building strong relationships with clients, ensuring their successful adoption and utilization of Instructure products while acting as a trusted advisor to maximize customer value.

Responsibilities:

• 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
• 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
• Preference to North Carolina based candidates is given, due to the nature of the customers in that area
• Experience with Learning Management Systems (LMS) or educational technology is a significant plus