Instructure is seeking a remote Sr. Customer Success Manager based in the USA to join the Strategic HigherEd customer service team at a senior level. In this role, you will manage and nurture relationships with key strategic higher education accounts, acting as a trusted advisor to drive engagement, product adoption, and retention.
Key Responsibilities for the Role
- Develop and execute strategic account plans, lead executive business reviews, and monitor customer health metrics to mitigate risks early.
- Leverage generative AI tools like ChatGPT, Claude, and Copilot to handle administrative tasks, analyze churn data, and optimize account workflows.
- Collaborate with Product Management to share user feedback, drive platform adoption, and guide strategic members toward their desired educational outcomes.
- Partner with dedicated Renewal Reps and the Sales team to spot expansion, upsell, and cross-sell opportunities while maintaining accurate CRM documentation.
Candidate Qualifications and Requirements
- A Bachelor’s degree in Business, Education, Technology, or a related field.
- Five or more years of progressive experience in Customer Success, Account Management, or SaaS Sales, with EdTech experience strongly preferred.
- Proven success managing substantial books of business, such as $3M+ annual portfolios, and utilizing tools like Salesforce, Gainsight, JIRA, and Tableau.
- Availability to travel 10–15% of the time for conferences, team events, and customer engagements.
Salary for this senior-level position is market competitive. Please refer to Instructure's official application channels to apply.