Customer Success Manager

Instructure believes in the power of people to grow and succeed throughout their lives. They are looking for an experienced Customer Success Manager to support long-tail higher education clients by managing the customer experience and providing exceptional service to maintain strong relationships.

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