Sr. Customer Success Manager

Job Overview

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.

Job Description

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.

This individual will act as a trusted advisor, leveraging data and strategic planning to ensure our strategic members achieve maximum value from our platform.

Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.

Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate. Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience.

Working smarter with AI Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations. Bring new workflows and tools to the team.

Key Responsibilities

• Customer Success Manager (CSM) to join our Strategic HigherEd CSM team.
• Key Responsibilities Strategic Customer Success Management Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members.
• Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement.
• Collaborate with Product Management to relay member feedback and advocate for improvements that benefit strategic users.
• Retention and Growth Own the strategic health and growth trajectory of your portfolio, partnering closely with dedicated Renewal Reps, who lead the commercial renewal process.
• Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred.
• 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.

Required Skills and Qualifications

• And that's where you come in: We are seeking a highly skilled and experienced Sr.
• 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.
• Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience.
• Working smarter with AI Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations.
• 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.
• Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows.
• All employees must pass a background check as part of the hiring process.

Benefits and Perks

• Collaborate with Product Management to relay member feedback and advocate for improvements that benefit strategic users.
• We offer competitive, meaningful benefits in every country where we operate.
• 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.

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Instructure is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.