Instructure · 3 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$65K/yr - $85K/yr
3+ years expInstructure is a company focused on enhancing client relationships through effective product adoption and utilization. The Customer Success Manager will build strong relationships with clients, guide them through onboarding, and ensure they derive maximum value from Instructure's solutions while collaborating with internal teams to resolve issues and identify growth opportunities.
Cloud ManagementEdTechEducationInformation TechnologySaaS
Responsibilities
Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure
Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption
Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions
Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively
Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services
Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers
Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure
Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives
Qualification
Required
Bachelor's degree in a relevant field (e.g., Business Administration, Education, Communications, Technology) or equivalent practical experience
3+ years of experience in a customer-facing role, such as Customer Success, Account Management, or Consulting, preferably within a SaaS environment
Strong understanding of cloud-based software and the ability to quickly learn and master new technologies
Exceptional written and verbal communication skills, with the ability to effectively communicate complex technical concepts to diverse audiences
Proven ability to build rapport, influence stakeholders, and navigate complex organizational structures
Strong analytical and problem-solving skills, with a proactive and results-oriented approach
Excellent time management and organizational skills, with the ability to manage multiple priorities and deadlines effectively
Demonstrated passion for customer success and a commitment to delivering outstanding customer experiences
Ability to travel occasionally to customer sites or industry events as needed
Preferred
Preference to North Carolina based candidates is given, due to the nature of the customers in that area
Experience with Learning Management Systems (LMS) or educational technology is a significant plus
Benefits
Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
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
Annual learning and development stipends to support your growth
The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
Motivosity employee recognition program
A culture rooted in inclusivity, support, and meaningful connection
Company
Instructure
Instructure is an education technology company developing a learning management system for K-12 and higher education.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$89.1MKey Investors
Insight PartnersBessemer Venture Partners
2024-07-25Private Equity
2024-07-25Acquired
2015-11-13IPO
Leadership Team
Steve Daly
Chief Executive Officer
Brian Cully
Senior Vice President, Parchment & Corporate Development
Recent News
2025-12-06
Company data provided by crunchbase