Customer Success Manager, Instructure
Higher Education
$65-85k
+ Ownership program
More information about location
Dynamic learning management platform
Open for applications
Dynamic learning management platform
1001+ employees
Open for applications
$65-85k
+ Ownership program
More information about location
1001+ employees
Company mission
To help learners thrive in tomorrow's landscape by delivering a future-ready ecosystem.
Role
Who you are
- Education: Bachelor's degree in a relevant field (e.g., Business Administration, Education,
- Communications, Technology) or equivalent practical experience
- Experience: 3+ years of experience in a customer-facing role, such as Customer Success, Account Management, or Consulting, preferably within a SaaS environment
- Technical Acumen: Strong understanding of cloud-based software and the ability to quickly learn and master new technologies. Experience with Learning Management Systems (LMS) or educational technology is a significant plus
- Communication Skills: Exceptional written and verbal communication skills, with the ability to effectively communicate complex technical concepts to diverse audiences
- Interpersonal Skills: Proven ability to build rapport, influence stakeholders, and navigate complex organizational structures
- Problem-Solving: Strong analytical and problem-solving skills, with a proactive and results-oriented approach
- Organizational Skills: Excellent time management and organizational skills, with the ability to manage multiple priorities and deadlines effectively
- Customer Focus: Demonstrated passion for customer success and a commitment to delivering outstanding customer experiences
- Travel: Ability to travel occasionally to customer sites or industry events as needed
What the job involves
- The Customer Success Manager (CSM) at Instructure, Inc. is a critical role responsible for building and nurturing strong, long-term relationships with our clients, ensuring their successful adoption, utilization, and expansion of Instructure products
- This individual acts as a trusted advisor, proactively guiding customers to achieve their desired outcomes and maximizing the value they derive from our solutions
- Client Relationship Management: Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure
- Onboarding & Adoption: Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption
- Proactive Engagement & Value Realization: Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions
- Risk Mitigation & Issue Resolution: Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively
- Renewal & Expansion: Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services
- Product Expertise: Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers
- Customer Feedback & Advocacy:** Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure
- Strategic Planning: Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives
Application process
- All employees must pass a background check as part of the hiring process
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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