Customer Success Manager, Instructure
Parchment - EMEA
$45-55k
Dynamic learning management platform
Be an early applicant
Dynamic learning management platform
1001+ employees
Be an early applicant
$45-55k
1001+ employees
Company mission
To elevate student success, amplify the power of teaching, and inspire everyone to learn together.
Role
Who you are
- Bright, energetic professional with outstanding communication and interpersonal skills
- When you are with members, every interaction is geared toward delighting them
- You are an excellent communicator able to communicate complex topics to a wide ranging audience in an engaging, succinct manner
- Excel at building and leveraging strong business relationships
- Analytical, yet creative and love numbers
- Demonstrated ability to manage multiple tasks with shifting priorities and tight deadlines
- Excel in an entrepreneurial environment
- Strong attention to detail
- Self-driven and independent
- Exceeded performance metrics 90% of professional career
- BA or BS - university degree
- Demonstrated successful Sales, Account Management or Customer Success performance of at least 4+ years
- Passion for the education industry
- Excellent written and verbal communication skills
- Presentation and public speaking ability
- Computer proficiency with MS Office, Salesforce, and Google Suite
What the job involves
- As a Customer Success Manager, EMEA, you will take a lead role in nurturing and growing our relationships with existing customers, including further and higher education institutions, and corporate training programs
- You will be responsible for ensuring customers achieve success with our platform while actively identifying opportunities to expand their investment in our solutions
- All of your activities will focus on creating a phenomenal experience for Instructure customers using the Parchment platform
- This role provides strategic oversight for the management and utilisation of our industry-leading credentialing SaaS technology by collaborating with a cross-functional team of engineers, project managers, regulatory, legal, sales, and marketing professionals
- We are seeking a highly motivated individual who is keenly focused on the overall success of our customers by developing proactive, effective relationships
- You will demonstrate to customers a clear path to value, helping them achieve high levels of retention, loyalty, and ongoing ROI
- Our rapid growth requires someone who can prioritise effectively and consistently achieve assigned territory goals in an ever-changing environment
- This is an exciting opportunity for a results-driven professional passionate about driving customer success and revenue growth in a dynamic and collaborative EdTech space
- Cultivate an exceptional customer experience by exceeding your customers expectations. This is achieved through conducting account reviews and workshops via webinar, on-sites and regional events
- Develop appropriate member strategies to build relationships at all levels in your customers organisation and across Instructure’s functions that you can leverage to achieve goals and increase adoption
- Maintain consistent relationships with primary contacts and other key stakeholders by being an effective communicator through conducting dynamic and well-informed presentations; to include key results, delivering difficult messages, and product updates
- Build account growth plans for key customers, identifying areas for deeper engagement and increased investment. Use these relationships and knowledge to proactively introduce new additional parts of our ecosystem that align with customers’ goals and challenges, ensuring they understand the value of additional offerings
- Demonstrate a mastery of Instructure’s Parchment platform, its capabilities and how it solves member business problems and goals
- Analyse member usage reports to identify trends and track client health and performance
- Manage all renewal and expansion opportunities within your respective region. These Include:
- Forecasting
- Quoting, negotiating, and closing contracts
- Identifying and responding to Requests for Proposal (RFPs)
- Developing and executing strategic customer success plans
- Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals
- 20-50% travel annually, with seasons of more travel than others
Salary benchmarks
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
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 values
- Openness - We’re open to new people, new ideas, and new opportunities. We strive to be collaborative in our projects, transparent about our intentions, and curious about how things work and how to make them better. Open minds open doors
- Relationships - We're all about building meaningful relationships based on trust, respect, and mutual success, whether they're peer-peer, teacher-student, manager-employee, or company-customer. People come first
- Equality - We aspire to offer an inclusive and welcoming culture, and we believe people deserve equal access to opportunities and resources. You can't have equality without equity
- Ownership - We're all accountable for excellence in our work and our actions, and we stand behind our products and services. Say. Do. Repeat
- Simplicity - Our software makes lifelong learning easier. We strive for clarity and ease of use across the board, from product design to communication to customer experience. Simpler is smarter
Company HQ
Cottonwood Heights, UT
Articles
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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