Customer Success Manager

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: 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.

What you will be doing

• 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.

Here is what you will need to know/have

Successful candidates will have the following education, experience and skills:

• 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.

Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• 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

• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes. Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws. Any attempt to misrepresent personal or professional information will result in disqualification.