Customer Success Manager

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 are looking for an experienced Customer Success Manager to work with long-tail higher education clients. This position will focus specifically on supporting our customers who have implemented Canvas and provide exceptional customer service to maintain strong relationships within a scaled book of business.

What you will be doing:

• Manage the Instructure customer experience for all customers within a scaled North American territory

• Analyze data and usage trends across your scaled book of business to uncover actionable insights, proactively identifying risks and making strategic recommendations to improve customer health.

• Work collaboratively with Sales and Renewals to achieve growth and renewal targets

• 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.

Here is what you will need to know/have:

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

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

• An avid interest and proficiency in utilizing AI tools to optimize workflows, refine processes, and scale efficiencies for managing a large volume of customers.

• 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.

• Demonstrated ability to solve problems and seek solutions.

• Higher education industry experience and knowledge preferred.