Strategic Customer Success Manager, Instructure
K12
$90-125k
+ Opportunity to earn an additional 20% on top of your base in commissions
Dynamic learning management platform
Job no longer available
Dynamic learning management platform
1001+ employees
Job no longer available
$90-125k
+ Opportunity to earn an additional 20% on top of your base in commissions
1001+ employees
Company mission
To help learners thrive in tomorrow's landscape by delivering a future-ready ecosystem.
Role
Who you are
- This role requires a seasoned relationship builder with deep expertise in developing and growing executive-level partnerships, a consultative mindset, experience navigating complex budget systems and cycles, and the ability to align customer goals with our multi-product products and services to ensure value realization
- The ideal candidate is a highly accountable, executive-level strategic leader who builds deep trust with customers and internal stakeholders, orchestrates complex multi-year strategies across products, services, and teams, leverages data to drive outcomes and decisions, mentors and elevates others, champions a culture of growth and learning, and is energized by shaping and defining a new role through close collaboration with senior and global leadership to deliver measurable, top-tier customer impact
- Requires a Bachelor’s Degree or a minimum of 5+ years in customer success, strategic account management, or client-facing roles,
- 2+ years managing complex, strategic, multi-stakeholder partnerships, ideally with customers spending over $1 million annually
- Demonstrated expertise in customer success strategies, methodologies, and industry best practices to drive customer retention, adoption, and growth
- Exceptional communication and leadership presence; skilled in facilitating strategic conversations with senior leaders and corporate executives
- Strong analytical and storytelling skills; comfort using data to influence decisions and outcomes
- Proficient in CRM tools (e.g., Salesforce), customer success platforms (e.g., Gainsight), and reporting tools
What the job involves
- We are seeking a Strategic Customer Success Manager (CSM) to support our most complex and high-impact K–12 customers, primarily statewide consortiums and our most critical strategic accounts
- Cultivate deep, consultative relationships with key partners across a small portfolio of statewide and high-value customers, including senior state and district leaders, understanding their strategic goals, policy environments, and operational realities. Builds a network of highly strategic customer stakeholders working toward shared outcomes
- Collaborate cross-functionally to understand the customer’s academic, operational, and equity goals, and regularly tell a clear, compelling, and data-driven story of value realization to multiple stakeholders throughout the institution through strategies such as business reviews and joint impact plans
- Lead a short-term and long-term adoption strategy across all purchased products and services to drive sustained usage by ensuring each product and service is clearly connected to the client’s academic, operational, or equity goals
- Facilitate collaboration with Renewals and Sales partners to develop long-term retention and expansion strategies, proactively mitigate risk and identify cross-sell and upsell opportunities by deeply understanding both customer needs and our solution portfolio
- Act as the voice of the customer across internal teams, providing insights to Product, Marketing, Services, and Leadership
- Collaborate with senior leadership across departments to help share and define the Strategic CSM role at Instructure
Application process
- All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws
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.
Share this job
View 21 more jobs at Instructure