Key skills
Customer SuccessAccount ManagementStrategic ConsultingSaaS Account ManagementDevOpsSecurityCloud InfrastructureSales EngineeringBusiness AcumenData AnalysisRevenue ExpansionTechnical Product SupportExecutive CommunicationStructured CommunicationSaaSSales
About this role
Instruqt is a fast-growing SaaS company that powers hands-on product experiences for developer-first software companies. They are seeking a Senior Customer Success Manager / Architect to drive expansion, retention, and measurable ROI across their strategic customer base, managing a portfolio of developer-first software companies and serving as a strategic advisor to various leaders.
Responsibilities:
- Protecting and growing $50K–$500K+ ARR accounts
- Driving measurable adoption across GTM teams (Marketing, Sales, Education)
- Own the customer journey from Onboarding to Expansion
- Proving ROI in business terms
- Turning champions into advocates
- Maintain >95% gross retention across your book
- Identify churn risk early (budget, adoption gaps, technical blockers)
- Drive executive alignment and renewal strategy 120+ days in advance
- Drive land → expand motion across GTM departments
- Identify upsell opportunities tied to: Increased usage, New use cases (Marketing → Sales → Education), Strategic initiatives
- Partner with AEs to close expansion deals ($50K–$500K+ ARR)
- Own onboarding for strategic accounts
- Ensure successful adoption and utilization of new product and feature releases
- Reduce friction in content creation and scaling
- Quantify value with your customers in terms of: Reduced churn, Increased pipeline, Higher win rates, Faster onboarding
- Run executive QBRs tied to measurable business impact
- Develop multi-threaded relationships
- Cultivate referenceable customers
- Contribute to case studies and referrals
Requirements:
- 5+ years in Customer Success, Account Management, or Strategic Consulting
- Experience managing $100K+ ARR SaaS accounts
- Experience selling or supporting technical products (DevOps, Data, Security, Cloud Infra preferred)
- Comfortable working with Sales Engineers and technical stakeholders
- Strong business acumen, can tie product usage to revenue impact
- Confident in executive conversations
- Data-driven and analytical
- Expansion-oriented mindset
- Clear, structured communicator
- Experience supporting Marketing or DevRel teams
- Familiarity with developer tools
- Background in technical education or enablement
- Sales or Sales Engineering experience