5+ years in Customer Success, Account Management, or Strategic Consulting
Experience managing $100K+ ARR SaaS accounts
Familiar with selling or supporting technical products like DevOps, Data, or Cloud Infra
Comfortable collaborating with Sales Engineers and technical stakeholders
Strong business acumen linking product usage to revenue impact
Data-driven with analytical skills
Effective communicator with an expansion-oriented mindset
Responsibilities
Protect and grow accounts generating $50K-$500K+ ARR
Drive measurable product adoption across marketing, sales, and education teams
Manage the customer journey from onboarding to expansion
Quantify ROI in business terms and run impactful executive QBRs
Develop advocacy by turning champions into references
Identify churn risks early and develop renewal strategies over 120 days in advance
Collaborate with AEs to close expansion deals and cement strategic initiatives
Benefits
Competitive base salary
Performance-based variable compensation tied to retention and expansion
Equity participation options
Remote-first flexible work culture
High-impact role with significant visibility within the organization
Full Job Description
Location:
Remote (US, Canada) - East Coast Preferred
We are now hiring a Senior Customer Success Manager / Architect to help drive expansion, retention, and measurable ROI across our strategic customer base.
The Role
This is not a traditional "check-in and QBR" CSM role.
This is a revenue-impacting, expansion-focused, value-driven role responsible for:
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
You will manage a portfolio of developer-first software companies and serve as a strategic advisor to Marketing, Sales Engineering, and Customer Education leaders.
What You'll Own:
Retention & Health
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
2. Expansion Revenue
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)
3. Adoption & Time-to-Value
Own onboarding for strategic accounts
Ensure successful adoption and utilization of new product and feature releases.
Reduce friction in content creation and scaling
4. ROI & Executive Alignment
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
5. Advocacy & Champions
Develop multi-threaded relationships
Cultivate referenceable customers
Contribute to case studies and referrals
What "Great" Looks Like:
In your first 12 months, you will:
Maintain 95%+ logo retention
Contribute meaningfully to 120%+ NRR
Drive at least 2-4 expansion motions across your portfolio
Elevate conversations from "lab usage" to "revenue impact"
Build trusted advisor relationships with Director+ level stakeholders
Who You Are:
Experience
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
Skills
Strong business acumen, can tie product usage to revenue impact
Confident in executive conversations
Data-driven and analytical
Expansion-oriented mindset
Clear, structured communicator
Bonus
Experience supporting Marketing or DevRel teams
Familiarity with developer tools
Background in technical education or enablement
Sales or Sales Engineering experience
Why This Role Matters
Instruqt's growth depends on:
Expansion inside existing accounts
Increased product adoption across GTM teams
Clear ROI storytelling
Strong champions who bring us into new companies
Customer-centricity is central to our growth strategy. This role is critical to unlocking the next stage of expansion.
Compensation
Competitive base salary
Performance-based variable tied to retention and expansion
Equity participation
Remote-first culture
High-impact, high-visibility role
If you want to build category-defining customer relationships at a company shaping the future of product adoption, we'd love to talk.
