Sr. Customer Success Manager

Qualifications

• 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).
• Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution.
• Ability to travel 10–15% for customer engagements, conferences, and team events.
• 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.