Instructure

Instructure

Sr. Customer Success Manager

US-REMOTE · Senior · Full-time

Sponsorship not specified$10k-$15kDetected 59 days ago
Data VisualizationLLMsJiraSalesforceSalesAccount ManagementCustomer SuccessLeadershipCommunicationCollaborationMicrosoft Office

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odds of building a lasting career here

34Risky
Cap-exempt (no lottery)0
Sponsors this role70
Entry-level history0
PERM / green-card track0
Lottery odds (Level I)39
Fits your clock70

Thin sponsorship signal and lottery-bound (~15% per draw). A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.

Lottery odds assume a STEM candidate.

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Employer immigration record

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Files H-1B transfers

2 transfer filings in the last year, covering 2 workers. Median labor-condition decision: 9 days. An employer that already files transfers is one that can take over an existing H-1B.

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About the role

  • Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
  • Customer Success Manager (CSM) to join our Strategic HigherEd CSM team.
  • This role is crucial for managing and nurturing relationships with our strategic members.

Responsibilities

  • Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
  • Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement.
  • Drive product adoption and utilization across member organizations by providing strategic guidance and best practices.
  • Identify opportunities for upselling and cross-selling within existing strategic accounts and partner with the Sales team to drive these opportunities.
  • Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM.

Requirements

  • Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.
  • Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite).
  • Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution.
  • Ability to travel 10-15% for customer engagements, conferences, and team events.
  • Bachelor's degree in Business, Education, Technology, or related field.
  • Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually).
  • Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows.
  • Get in on all the awesome at Instructure!
  • We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
  • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
  • Generous time off, including local holidays and our annual "Dim the Lights" period in late December, when teams are encouraged to step back and recharge based on departmental needs.

Nice to have

  • Five or more years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment
  • EdTech experience strongly preferred.
  • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

Compensation

  • Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually).

Benefits

  • Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members.
  • Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate.
  • Collaborate with Product Management to relay member feedback and advocate for improvements that benefit strategic users.
  • Own the strategic health and growth trajectory of your portfolio, partnering closely with dedicated Renewal Reps, who lead the commercial renewal process.

Company info

  • At Instructure, we believe in the power of people to grow and succeed throughout their lives.
  • And that's where you come in: We are seeking a highly skilled and experienced Sr.
  • The more diverse we are, the better our ideas and outcomes.
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This listing is sourced directly from Instructure's careers page and normalized into a canonical job model.