Customer Success Manager, Instructure
Parchment, K12
$80-85k
Plus $35K Commission. On-Target Earnings (OTE) for this role are up to $120,000 annually
Dynamic learning management platform
Be an early applicant
Dynamic learning management platform
1001+ employees
Be an early applicant
$80-85k
Plus $35K Commission. On-Target Earnings (OTE) for this role are up to $120,000 annually
1001+ employees
Company mission
To help learners thrive in tomorrow's landscape by delivering a future-ready ecosystem.
Role
Who you are
- 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.
- Bachelor’s degree in Business, Education, Technology, or related field
- 5 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)
- Deep passion for the education ecosystem and familiarity with the credentialing or student information landscape
- 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
What the job involves
- Customer Success is central to Parchment’s growth, retention, and long-term market leadership
- Our ability to remain the industry’s preferred credentialing partner depends on delivering measurable impact and a consistently exceptional experience
- We are seeking a highly skilled and experienced Customer Success Manager (CSM) to join our team
- This role is crucial for managing and nurturing relationships with our high-volume members
- This individual will act as a trusted advisor, leveraging data and strategic planning to ensure our high-volume members achieve maximum value from our platform
- Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members
- Conduct regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities
- Proactively monitor customer health metrics, identify risks, and develop mitigation strategies before issues escalate
- Serve as the primary point of contact for high-volume members, ensuring seamless communication and a consistently positive customer experience
- Deeply understand each high-volume member's business objectives, workflows, and desired outcomes to tailor success plans
- Drive product adoption and utilization across member organizations by providing strategic guidance and best practices
- Collaborate with Product Management to relay member feedback and advocate for improvements that benefit high-volume users
- Facilitate training sessions and create resources to support new product feature adoption
- Be accountable for renewals and minimizing churn within the assigned portfolio
- Identify opportunities for upselling and cross-selling within existing high-volume accounts and partner with the Sales team to drive these opportunities
- Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM
Our take
Instructure is an education technology company, creator of the Canvas Learning Management Platform that allows schools to build digital learning environments that meet the needs of their institutions. The platform simplifies teaching, elevates learning, and eliminates the headaches of supporting and growing traditional learning technologies.
The Canvas platform has grown to become a key part of a large number of educational institutions, from pre-school to higher education. Meanwhile, the company has gone international and hit the $1 billion market cap, made a number of acquisitions and invested in R&D. In fact, much of Instructure's workforce is dedicated to R&D, which shows their focus on innovating.
Instructure was itself acquired in 2024 by KKR, which supports a broad-based equity ownership program for Instructure employees. With KKR's record of acquired companies, this is a promising development. And, as the company centres a future-oriented vision and brand strategy, it will be interesting to see what it does next.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2016
$4m
SERIES A
Aug 2015
$1.5m
CONVERTIBLE
Total funding: $5.5m
Company benefits
- Join a passionate community of educators and the people working to support them
- Access to a large course library, mentoring and coaching opportunities, and regular feedback
- Community engagement (partnerships, volunteering, free learning resources, and ongoing outreach efforts)
- Office culture that values outcomes and impact above all
- Equity and ownership programs give every employee a stake in our future
- Ownership, recognition, and celebrations of shared success
- Growth opportunities (we’re all about helping our people move into (and thrive in) new roles)
Company HQ
Cottonwood Heights, UT
Leadership
Steve Daly
(CEO)They have a BS in Mechanical Engineering and a MBA in Strategy and Finance with more than 20 years experience in hardware and software industries.
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