Senior Customer Success Manager

📋 Description

• Deliver a top-tier experience for Instructure’s largest and most strategic customers within the Americas region.

• Assume a leadership role with customers to drive strategy, cross-selling/up-selling, and retention while collaborating effectively with Sales and Renewals.

• Possess an in-depth understanding of your customers, their initiatives, goals, and how to collaborate with them for success, ensuring renewals and expanding their engagement with Instructure.

• Serve as the primary liaison between the customer and Instructure for all interactions across the company's business units.

• Represent the voice of the customer by providing key insights and challenges to Instructure’s Product and Strategy teams.

• Responsible for Customer Satisfaction (CSAT) and closely work with Sales and Renewals to meet Net Revenue Retention (NRR) targets for strategic territories.

• Promptly identify, communicate, and escalate critical issues to management to ensure timely resolutions.

• Mentor fellow Customer Success Managers (CSMs) and take on a leadership role within the CSM team.

• Engage in stretch projects to support both customers and the team.

⛳️ 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 significance of this role in the Software as a Service (SaaS) environment.

• Excellent organizational skills with proven follow-up and follow-through abilities.

• Outstanding written and verbal communication skills.

• Ability to set appropriate expectations and manage issues to resolution.

• Skill in multitasking and prioritizing tasks in a dynamic environment.

• Strong team-oriented mindset, effectively utilizing internal and external resources.

• Customer-facing experience within the software industry is essential.

• Proven capability to solve problems and actively seek solutions.

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

🏝️ Benefits

• Competitive compensation, with all full-time employees participating in our ownership program - ensuring everyone has a stake in our success.

• Flexible work culture. Remote, hybrid, and in-office collaboration options vary by role, team, and location.

• Generous time off policy, including local holidays and our annual “Dim the Lights” period in late December, encouraging teams to step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support.

• Access to learning and development resources, including professional development tools and tuition reimbursement, to foster your growth.

• The necessary technology and tools to perform your best work.

• Motivosity employee recognition program.

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