Senior Customer Success Manager, Business and Government

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, Sr. Customer Experience Manager or Sr. Customer Success Manager to work with our Business/Government clients. This position will focus specifically on supporting our customers who have implemented the Instructure Learning Platform and provide them with an exceptional customer experience.

The Customer Success Manager will participate in efforts to retain, help grow our strategically identified Client Base, and increase the market presence of Instructure. The main focus of this position is to manage high value, existing accounts and position Instructure to ensure customer retention through a solutions-oriented approach.

What you will do:

• Manage key Customer Relationships acting as a strategic partner to identify and communicate value.

• Manage the Instructure customer experience for all customers within your territory

• Work collaboratively with Sales and Renewals to increase market share from the existing account base and identify new business-to-business opportunities

• Act as liaison between the customer and Instructure

• 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.

• Accountable for Customer Satisfaction and working closely with Sales and Renewals to achieve growth targets.

What you need to know/have:

• Requires a Bachelor's Degree or of 4+ years of Account Management experience.

• A strong understanding of Customer Success and why the position exists in SasS.

• 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.

• Customer-facing background within the software industry.

• 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

• 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

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.