Instructure

Customer Success Manager

Instructure • $70K — $95K *
US-AnywhereRemote in United States
Education, Government & Non-Profit
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree or 4+ years of Account Management experience
  • Strong understanding of Customer Success within SaaS
  • Proficiency in AI tools for optimizing workflows and processes
  • Exceptional written and verbal communication skills
  • Strong organizational and multitasking abilities
  • Experience in higher education industry preferred

Responsibilities

  • Manage customer experience across a scaled North American territory
  • Analyze data and usage trends to identify risks and opportunities
  • Collaborate with Sales and Renewals to meet growth and renewal goals
  • Understand and support customers' goals with the Instructure Learning Platform
  • Act as the voice of the customer for internal teams

Benefits

  • Flexible schedules and a remote-friendly culture
  • Generous time off, including local holidays and an annual recharge week
  • Comprehensive wellness programs and mental health support
  • Annual learning and development stipends
  • Supportive technology for your work, typically a MacBook
  • Employee recognition program
  • Culture centered on inclusivity and meaningful connections
Full Job Description
We are looking for an experienced Customer Success Manager to work with long-tail higher education clients. This position will focus specifically on supporting our customers who have implemented Canvas and provide exceptional customer service to maintain strong relationships within a scaled book of business.

What you will be doing:
  • Manage the Instructure customer experience for all customers within a scaled North American territory
  • Analyze data and usage trends across your scaled book of business to uncover actionable insights, proactively identifying risks and making strategic recommendations to improve customer health.
  • Work collaboratively with Sales and Renewals to achieve growth and renewal targets
  • Understand the customer's vision and goals with the Instructure Learning Platform and help them achieve success
  • Act as the voice of the customer, sharing key insights and challenges with Instructure's Product and Strategy teams.

Here is what you will need to know/have:
Successful candidates will have the following education, experience and skills:
  • Requires a Bachelor's Degree or 4+ years of Account Management experience.
  • A strong understanding of Customer Success and why the position exists in SasS.
  • An avid interest and proficiency in utilizing AI tools to optimize workflows, refine processes, and scale efficiencies for managing a large volume of customers.
  • Strong organizational skills, demonstrated follow up and follow through.
  • Exceptional communication skills both written and verbal.
  • Capacity to set correct expectations and manage issues to completion.
  • Multitask and prioritize tasks in a changing environment.
  • Strong team mentality, utilizing internal and external resources strategically and judiciously.
  • Demonstrated ability to solve problems and seek solutions.
  • Higher education industry experience and knowledge preferred.


Get in on all the awesome at Instructure!
We offer competitive, meaningful benefits including:
Flexible schedules and a remote-friendly culture
  1. Generous time off, including local holidays and our annual company-wide "Dim the Lights" week in late December, when we encourage everyone to step back and recharge
  2. Comprehensive wellness programs and mental health support
  3. Annual learning and development stipends to support your growth
  4. The technology and tools you need to do your best work - typically a MacBook
  5. Motivosity employee recognition program
  6. A culture rooted in inclusivity, support, and meaningful connection

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
  • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
  • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
  • Generous time off, including local holidays and our annual "Dim the Lights" period in late December, when teams are encouraged to step back and recharge based on departmental needs.
  • Comprehensive wellness programs and mental health support
  • Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
  • The technology and tools you need to do your best work
  • Motivosity employee recognition program
  • A culture rooted in inclusivity, support, and meaningful connection


We believe in hiring great people and treating them right.

About Instructure

Instructure is a software company that provides cloud-based learning management systems for educational institutions and corporations. The company was founded in 2008 and is based in Salt Lake City, Utah. Instructure's flagship product, Canvas, is used by over 3,000 universities, school districts, and institutions around the world. Instructure also offers a range of other products, including Bridge, a corporate learning and engagement platform, and Arc, a video platform for learning. Instructure went public in 2015 and is traded on the New York Stock Exchange under the ticker symbol INST.
Learn more about Instructure
Size
1,283 employees
Market Cap
$3.3 billion
Industry
Information Technology
Founded
2008
NASDAQ
INST
* Ladders Estimates

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