Senior Customer Success Manager, Instructure
Higher Education
$80-100k
This role includes a 25% variable commission structure
Dynamic learning management platform
Job no longer available
Dynamic learning management platform
1001+ employees
Job no longer available
$80-100k
This role includes a 25% variable commission structure
1001+ employees
Company mission
To elevate student success, amplify the power of teaching, and inspire everyone to learn together.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Instructure is an education technology company, creator of the Canvas Learning Management Platform that allows schools to build the digital learning environment that meets the unique challenges faced by their institution. 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 and beyond. Much of Instructure's workforce is dedicated to R&D, which is unusual for a company of their size, and shows their focus on innovating.
Founded back in 2008, the company has claimed numerous successes, including going international and hitting the $1 billion market cap. It has made a number of acquisitions, most recently of Concentric Sky and LearnPlatform. The former saw Instructure incorporate Sky's "Badgr" into its ecosystem as "Canvas Badges", whereas the latter adds evidence-based insights to the platform - both cementing its commitment to building the education industry's most integrated teaching and learning platform to support lifelong learning.
Instructure was itself acquired in 2024 by KKR, which will support a broad-based equity ownership program for Instructure employees. This strategy is based on a strategy of employee ownership as a cause of stronger companies. The move is a promising one considering KKRs track record of acquired companies, but time will tell how Intructure fares.
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
- Equity and 401k
- Medical, dental, disability, and life insurance
- HSA program, vision, voluntary life, and AD&D
- Tuition reimbursement
- Work-from-home flexibility and flex time off
- Gym club reimbursements and rewards-based fitness tracking
- Professional learning and career development opportunities, including Basecamp Employee Development Week!
- An innovative community of passionate educators and learners
Company HQ
Cottonwood Heights, UT
Leadership
Steve Daly
(CEO, not founder)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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