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Instructure is seeking an Associate Customer Success Manager to support higher education customers using Parchment, a credentials and enrollment management platform. You will manage a portfolio of 200-250 accounts, serving as the primary liaison between customers and Instructure to drive retention, expansion, and revenue growth.
Key responsibilities include:
- Building and maintaining strategic relationships with key stakeholders across customer organizations
- Conducting consultative business reviews to align Parchment solutions with customer strategy and uncover expansion opportunities
- Managing the full commercial cycle: quoting, negotiating, closing contracts, and forecasting revenue
- Driving account renewals and expansions through price increases and cross-selling initiatives
- Demonstrating mastery of Parchment's product capabilities and how they solve customer business problems
- Collaborating cross-functionally with Account Executives, product teams, and other departments
- Delivering presentations and communicating complex information to senior stakeholders
- Meeting quantitative revenue targets (renewals and expansions) and customer satisfaction metrics
- Occasional travel for customer meetings, events, and industry conferences
Required qualifications:
- Bachelor's degree
- 1-2 years experience as a Customer Success Manager, Account Manager, or related role
- Proven ability to manage 100-500 accounts concurrently with $500K-$2M book of business
- Track record of achieving 90%+ of quarterly/annual goals
- Strong written and verbal communication skills
- Proficiency with Google/Microsoft suites and CRM platforms (Salesforce preferred)
- Passion for the education sector
- Excellent presentation and public speaking abilities
Preferred experience includes SaaS business models, project management, Customer Success platforms (Gainsight), and prior sales or account executive roles in higher education.
