Senior Customer Success Manager
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Job Description
Senior Customer Success Manager managing strategic accounts in the higher education sector at Instructure. Ensuring client success and expanding market presence through exceptional service and collaboration.
Responsibilities:
- Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory.
- Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals.
- Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint.
- Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations.
- Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams.
- Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories.
- Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution.
- Mentor other CSMs and serve as a leader within the CSM organization.
- Take on stretch projects to support our customers and the team.
Requirements:
- Requires a Bachelor's Degree or a minimum of 4+ years of Account Management experience.
- A strong understanding of Customer Success and why the position exists in SasS.
- 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.
- Customer-facing background within the software industry.
- Demonstrated ability to solve problems and seek solutions.
- Higher education industry experience and knowledge preferred.
Benefits:
- 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
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