Sr. Customer Success Manager

The role

The Sr. Customer Success Manager will manage and nurture relationships with strategic members in the Strategic HigherEd CSM team. This role involves driving engagement, adoption, and retention for a large base of key accounts through strategic planning and data usage.

What you will do

• Develop and execute strategic account plans to secure health, growth, and retention.
• Own regular strategic executive business reviews with key stakeholders.
• Monitor customer health metrics and develop mitigation strategies.
• Serve as the primary point of contact for strategic members.
• Use generative AI tools to strengthen account knowledge and reduce administrative work.
• Bring new workflows and tools to the team.
• Partner with CS leadership to identify AI-augmented approaches.
• Drive product adoption and utilization by providing strategic guidance.
• Collaborate with Product Management to relay member feedback.
• Identify opportunities for upselling and cross-selling with the Sales team.

Required qualifications

• Bachelor’s degree in Business, Education, Technology, or related field.
• Five or more 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.
• Experience using generative AI tools to scale customer communication, analyze churn data, and optimize account management workflows.
• Exceptional communication, executive presence, and ability to influence stakeholders at all levels.
• Strong proficiency with Salesforce, Gainsight, JIRA, Tableau, MS Office Suite.
• Demonstrated ability to thrive in a high-growth, fast-paced environment.
• Ability to travel 10–15% for customer engagements, conferences, and team events.

Nice to have

• EdTech experience

Benefits

• Competitive compensation
• Ownership program for all full-time employees
• Flexible work culture
• Generous time off, including local holidays and annual Dim the Lights period
• Comprehensive wellness programs and mental health support
• Learning and development resources, including professional development tools and tuition reimbursement
• The technology and tools you need to do your best work
• Motivosity employee recognition program

Before you apply

• All employees must pass a background check
• Identity verification measures implemented
• Candidates may be asked to verify legal name, current physical location, and provide a valid contact number and residential address

About the company

Instructure creates intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.