Customer Success Manager

About the role

We are looking for an experienced Customer Success Manager to work with long-tail higher education clients. This position will focus specifically on supporting our customers who have implemented Canvas and provide exceptional customer service to maintain strong relationships within a scaled book of business.

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

• Bachelor's Degree or 4+ years of Account Management experience
• Strong understanding of Customer Success and its role in SaaS
• 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
• Ability to 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.

Benefits

• Competitive compensation, plus all full-time employees participate in our ownership program
• Flexible work culture (remote, hybrid, or in-office based on role, team, and location)
• Generous time off, including local holidays and our annual “Dim the Lights” period in late December
• Comprehensive wellness programs and mental health support
• Learning and development resources, including professional development tools and tuition reimbursement
• The technology and tools you need to do your best work
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

Pay

Compensation range: $80,000 – $85,000