Customer Success Manager, Instructure

• Professional fluency in Italian and English; other European languages (e.g., Spanish, Dutch, German, French) are a plus
• Passion for education and technology, ideally with experience in EdTech or SaaS environments
• Strong stakeholder management and communication skills, including executive presence and the ability to influence at all levels
• A data-informed mindset with the ability to leverage tools like Salesforce, Gainsight, JIRA, and Tableau
• Empathy, curiosity, and a solutions-focused attitude
• Excellent interpersonal and eloquent writing skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Desirable

• Customer Success is absolutely vital to our long-term success and profitability, and to helping our customers achieve their goals
• As a Customer Success Manager (CSM), you will be responsible for maintaining satisfaction and long-term success for a portfolio of high-value enterprise clients
• You will help ensure retention, drive adoption, and unlock revenue growth by applying a consultative approach and leveraging strategic insights and customer data
• Manage a portfolio of high-value customers across EMEA, particularly in Italy and other European markets
• Build and maintain strategic relationships with executive and operational stakeholders
• Understand customers’ goals and business drivers; proactively offer solutions and strategies to meet their evolving needs
• Champion product adoption and utilization to support customer outcomes and learning impact
• Ensure strong renewal performance by proactively identifying and addressing renewal risks early in the customer lifecycle
• Collaborate closely with Sales to identify growth opportunities and drive pipeline development
• Serve as a customer advocate by sharing feedback with Product, Engineering, and other internal teams
• Contribute to regional and global Customer Success initiatives, continuously improving processes and best practices