Customer Success Manager, Parchment (K12)

Instructure is a company that believes in the power of people to grow and succeed throughout their lives. They are seeking a highly skilled and experienced Customer Success Manager to manage and nurture relationships with high-volume members, ensuring they achieve maximum value from the platform while driving engagement and retention.

Responsibilities:

• Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members
• Conduct regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities
• Proactively monitor customer health metrics, identify risks, and develop mitigation strategies before issues escalate
• Serve as the primary point of contact for high-volume members, ensuring seamless communication and a consistently positive customer experience
• Deeply understand each high-volume 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 high-volume users
• Facilitate training sessions and create resources to support new product feature adoption
• Be accountable for renewals and minimizing churn within the assigned portfolio
• Identify opportunities for upselling and cross-selling within existing high-volume 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

Requirements:

• Bachelor's degree in Business, Education, Technology, or related field
• 5 years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment
• Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually)
• Deep passion for the education ecosystem and familiarity with the credentialing or student information landscape
• 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
• EdTech experience strongly preferred