Sr. Customer Success Manager (HIED)

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 a Senior Customer Success Manager to work with our higher education clients. This position will focus specifically on supporting our customers who are leaders in the NORAM higher education market, represent a significant financial commitment, or are partners with Instructure’s innovation.  A Senior CSM is expected provide exceptional customer service to maintain strong relationships and contribute to building an outstanding CSM culture. 
The Senior Customer Success Manager will participate in efforts to maintain account health, grow the account, and increase the market presence of Instructure. The primary focus of this position is to manage existing accounts, liaise with accounts and executive sponsors, and position Instructure to capture additional market share through a solutions oriented approach. The position will also focus on improving organizational communication and sharing knowledge with our CSM team.

What You’Ll Do:

• Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory.
• Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals. 
• Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint.  
• Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations.
• Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. 
• Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories
• Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution.
• Mentor other CSMs and serve as a leader within the CSM organization
• Take on stretch projects to support our customers and the team 

What You Will Need To Know/Have:

• Requires a Bachelor's Degree or a minimum of 4+ years of Account Management experience.
• A strong understanding of Customer Success and why the position exists in SaaS.
• 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 schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
• Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• 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.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.