Sr. Customer Success Manager

Instructure
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Communication","Executive presence","Influencing stakeholders","Strategic planning","Stakeholder management"]

Own strategic customer success for a portfolio of HigherEd accounts, developing account plans, leading executive business reviews, and using customer health signals to prevent churn and drive growth. Drive product adoption and value by tailoring success plans to each member’s goals, collaborating with Product on feedback, and identifying upsell/cross-sell opportunities. Use generative AI to scale account knowledge and streamline workflows.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Instructure
Instructure
1 day ago

Sr. Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Own strategic customer success for a portfolio of HigherEd accounts, developing account plans, leading executive business reviews, and using customer health signals to prevent churn and drive growth. Drive product adoption and value by tailoring success plans to each member’s goals, collaborating with Product on feedback, and identifying upsell/cross-sell opportunities. Use generative AI to scale account knowledge and streamline workflows.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Develop and execute strategic account plans to secure customer health, growth, and retention for a portfolio of HigherEd members.
  • •Lead regular executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
  • •Monitor customer health metrics to identify risks early and implement mitigation strategies before issues escalate.
  • •Drive product adoption and utilization by tailoring success plans to members’ business objectives and collaborating with Product Management on feedback.
  • •Own strategic retention and growth trajectory, partnering with Renewal Reps on renewals and with Sales on upsell/cross-sell opportunities, while maintaining CRM documentation and forecasts.
Travel: Low travel

Pay and Benefits

Perks:Health InsuranceLearning BudgetPaid Leave

Key Requirements

  • •Bachelor’s degree in Business, Education, Technology, or a related field.
  • •5+ years of progressive experience in Customer Success, Account Management, or Sales in a SaaS environment, with EdTech experience strongly preferred.
  • •Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions.
  • •Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication and optimize workflows.
  • •Strong proficiency with Salesforce, Gainsight, JIRA, Tableau, and the MS Office Suite.
Experience:SaaSEdTech
Education:Bachelor's
Skills:CommunicationExecutive presenceInfluencing stakeholdersStrategic planningStakeholder management
Tech Stack:ChatGPTClaudeCopilotSalesforceGainsightJIRATableauMS Office Suite

Company Brief

Instructure
Builds and delivers learning management and education technology solutions, best known for the Canvas LMS platform, serving K–12 schools, higher education institutions, and corporate learning programs worldwide.
Industry: EdTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Salt Lake City, United States
Founded: 2008
WebsiteLinkedIn