Strategic Customer Success Manager, Instructure
Higher Education
$100-137.5k
OTE
$80-110k
BASE
Dynamic learning management platform
Be an early applicant
Dynamic learning management platform
1001+ employees
Be an early applicant
$100-137.5k
OTE
$80-110k
BASE
1001+ employees
Company mission
To help learners thrive in tomorrow's landscape by delivering a future-ready ecosystem.
Role
Who you are
- Bachelor’s degree in Education, Business, Technology, or a related field—or equivalent practical experience
- 5+ years’ experience in customer success, account management, or strategic consulting within the higher education technology sector
- Demonstrated success in managing and growing relationships with large, complex institutional clients
- Deep understanding of higher education operations, academic workflows, and institutional priorities
- Strong knowledge of Learning Management Systems (LMS) and educational technologies; direct experience with Canvas LMS highly preferred
- Outstanding communication, presentation, and interpersonal skills, with the capacity to influence and establish rapport with diverse stakeholders
- Proven ability to create and execute strategic account plans that drive customer success and business growth
- Strong analytical and problem-solving skills; adept at interpreting data to identify trends and inform decision-making
- Willingness and ability to travel periodically to client sites and industry events as needed
What the job involves
- As a Strategic Customer Success Manager (CSM) for Higher Education at Instructure, Inc., you will play a pivotal role in fostering strong, long-term relationships with our key higher education clients
- You will support institutions in their adoption, optimization, and expansion of Instructure products, partnering with stakeholders to help them achieve their strategic academic and institutional objectives
- Develop and implement comprehensive account plans for a portfolio of strategic higher education institutions, aligning Instructure’s solutions with institutional goals and evolving needs
- Establish and maintain trusted partnerships with executive-level stakeholders, faculty, and IT leaders to understand their challenges, demonstrate the value of Instructure’s offerings, and drive impactful initiatives
- Monitor customer health metrics, proactively identify potential risks, and execute strategies to ensure high satisfaction, retention, and long-term customer success
- Lead regular business reviews to showcase ROI, highlight new product enhancements, and share best practices that maximize customer value and drive product adoption
- Collaborate cross-functionally with sales, product, support, and professional services teams to advocate for customer needs and ensure a seamless, impactful customer journey
- Identify and nurture upsell and cross-sell opportunities within existing accounts, working closely with sales to expand Instructure’s presence
- Act as a subject matter expert on Instructure products (such as Canvas LMS, Impact, and Elevate) and their application within higher education environments
- Educate customers on new platform features, industry trends, and best practices to help them realize the full potential of Instructure’s products
- Serve as a strategic advisor, offering guidance and thought leadership to support customers’ educational technology initiatives
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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