Senior Customer Success Manager / Architect

Instruqt is hiring a Senior Customer Success Manager / Architect to drive retention, expansion, adoption, and measurable ROI across strategic customer accounts. The role owns the customer journey from onboarding through expansion and serves as a strategic advisor to customer stakeholders.

Responsibilities:

• 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
• 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
• 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)
• Own onboarding for strategic accounts
• Ensure successful adoption and utilization of new product and feature releases
• Reduce friction in content creation and scaling
• 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
• Develop multi-threaded relationships
• Cultivate referenceable customers
• Contribute to case studies and referrals
• 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

Requirements:

• 5+ years in Customer Success, Account Management, or Strategic Consulting
• Experience managing $100K+ ARR SaaS accounts
• Comfortable working with Sales Engineers and technical stakeholders
• Strong business acumen, can tie product usage to revenue impact
• Confident in executive conversations
• Data-driven and analytical
• Expansion-oriented mindset
• Clear, structured communicator
• Experience selling or supporting technical products (DevOps, Data, Security, Cloud Infra preferred)
• Experience supporting Marketing or DevRel teams
• Familiarity with developer tools
• Background in technical education or enablement
• Sales or Sales Engineering experience