Empower learning with Instructure’s LMS and edtech solutions for K–12, higher education, and businesses. Discover Canvas, Impact, and Mastery to drive success. Backed by Bessemer and Insight.
About the role
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
What they're looking for
- Bachelor’s degree in Business, Education, Technology, or related field
- Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment, EdTech experience strongly preferred
- Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually)
- Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows
- Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership
- Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite)
More about this role
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 seeking a highly skilled and experienced Sr. Customer Success Manager (CSM) to join our Strategic HigherEd CSM team. This role is crucial for managing and nurturing relationships with our strategic members. The ideal candidate will possess a high-caliber skill set, a proven track record in strategic customer success, and the ability to drive engagement, adoption, and retention for a large base of key accounts. This individual will act as a trusted advisor, leveraging data and strategic planning to ensure our strategic members achieve maximum value from our platform.
Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members.
Own regular strategic executive business reviews (EBRs) with key...
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