Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the Instructure customer experience for all clients within a large North American territory.

• Assess data and usage patterns across your extensive portfolio to derive actionable insights, proactively identifying potential risks and making strategic suggestions to enhance customer satisfaction.

• Collaborate closely with Sales and Renewals teams to meet growth and renewal objectives.

• Grasp the customer's vision and goals with the Instructure Learning Platform and assist them in achieving their desired outcomes.

• Serve as the customer advocate, conveying essential insights and challenges to Instructure’s Product and Strategy teams.

⛳️ Requirements

• A Bachelor's Degree or a minimum of 4 years of experience in Account Management is required.

• A solid understanding of Customer Success and the purpose of this role within the SaaS industry.

• A keen interest and proficiency in leveraging AI tools to enhance workflows, streamline processes, and increase efficiencies in managing a high volume of customers.

• Strong organizational abilities with a proven track record of follow-up and follow-through.

• Outstanding communication skills, both written and verbal.

• Ability to set appropriate expectations and oversee issues until resolution.

• Capacity to multitask and prioritize responsibilities in a dynamic environment.

• A strong team-oriented mindset, strategically and judiciously utilizing both internal and external resources.

• Proven problem-solving skills with a proactive approach to finding solutions.

• Experience and knowledge in the higher education sector is preferred.

🏝️ Benefits

• Flexible working hours and a culture that supports remote work.

• Generous paid time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, encouraging everyone to take a break and rejuvenate.

• Comprehensive wellness programs along with mental health support.

• Annual stipends for learning and development to facilitate your professional growth.

• Access to the technology and tools necessary for optimal performance — typically a MacBook.

• Motivosity employee recognition program to celebrate contributions.

• A culture focused on inclusivity, support, and meaningful connections.