Customer Success Manager

Instructure is a company dedicated to empowering individuals through innovative learning products. They are seeking an experienced Customer Success Manager to support higher education clients by managing customer experiences, analyzing data for insights, and collaborating with sales to achieve growth and renewal targets.

Responsibilities:

• 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

Requirements:

• 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