Senior Customer Success Manager, Instructure
K12
Dynamic learning management platform
Posted today
Dynamic learning management platform
1001+ employees
Posted today
1001+ employees
Company mission
To help learners thrive in tomorrow's landscape by delivering a future-ready ecosystem.
Role
Who you are
- A bachelor's degree, or four or more years of account management experience
- A proven track record of understanding customer goals and partnering with customers to achieve them
- Experience managing renewal retention, pipeline generation, and non-recurring revenue against a quota
- Exceptional written and verbal communication skills, including experience presenting to executives
- Experience leading complex, multi-stakeholder relationships and navigating organizational change
- The ability to set clear expectations and manage issues through to completion
- The ability to multitask and reprioritize as circumstances change
- A customer-facing background in the software industry
- Experience with CRM and customer success platforms such as Gainsight, Salesforce, or Gong is a plus
- A strong team mentality and a track record of mentoring or coaching peers
- Strong problem-solving skills and a bias toward finding solutions
- All employees must pass a background check as part of the hiring process
What the job involves
- We're looking for an experienced Sr. Customer Success Manager to drive retention and growth of our customers through targeted customer engagements, deep relationship building, and expanding our scope of influence across a district or account
- As a Sr. Customer Success Manager you will own a book of business of approximately 30–35 K12 accounts, representing about $3 million in annual recurring revenue
- You'll manage complex, multi-stakeholder customer relationships from the district level up through the superintendent's office, and you'll take the lead on retention, expansion, and market growth across your territory
- This role goes beyond managing individual accounts. You'll drive cross-functional alignment across Sales, Renewals, Product, and Support, lead executive-level conversations, and mentor other customer success managers as you help build a stronger team
- Own territory and account plans for your book of K12 customers, anticipating risk early and driving internal alignment to keep outcomes on track
- Lead complex, multi-stakeholder account motions, balancing competing priorities and influencing alignment across Sales, Renewals, Product, and Support
- Build executive-ready narratives for QBRs and EBRs, align stakeholders, anticipate objections, and secure commitments that move accounts forward
- Develop multi-threaded relationships that earn trusted-advisor status, and expand executive access within your accounts
- Convert customer value into advocacy through references, case studies, and EBR stories, while managing political risk within the account
- Partner cross-functionally to refine handoffs and lifecycle processes, and lead process improvements that reduce friction for customers and internal teams alike
- Connect product capabilities to customer outcomes, advise on adoption paths, and flag integration needs and risks before they become problems
- Own renewal strategy and forecast accuracy for your book of business; run risk reviews and tie value to business outcomes to protect retention
- Track account health, pipeline, and customer engagement in Gainsight, Salesforce, and Gong
- Build account-level expansion plans, quantify ROI, and advance opportunities with Sales to close
- Mentor other customer success managers, model best practices, and contribute to onboarding and enablement across the team
- Take on stretch projects that support your customers and the broader customer success team
- Act as the voice of the customer, sharing insights and challenges with Instructure's product and strategy
Application process
- Deadline to Apply: 25 August 2026 at 07:00 BST
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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