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Instructure is seeking a Customer Success Associate to join its Customer Success team, supporting a growing customer base across Central and Southern Europe, the Middle East, and Africa (EMEA). You will manage a direct book of business covering Tier 3 medium-sized accounts, primarily in Higher Education and Vocational Education sectors, with a focus on Spanish-speaking regions.
Key Responsibilities:
Direct Account Management:
- Build and nurture meaningful relationships with key customer stakeholders, ensuring alignment with their desired outcomes.
- Develop deep understanding of customer business drivers and challenges, proactively offering tailored solutions through Instructure's products and services.
- Drive customer adoption of Instructure solutions to enhance business outcomes and customer satisfaction.
- Retain and maximize revenue opportunities through strategic engagement and contextual understanding of customer needs.
- Collaborate with the Sales team to drive customer growth and facilitate pipeline generation.
- Advocate for customers by providing valuable feedback to Product and Engineering teams.
- Participate in cross-functional projects supporting broader Customer Success strategic goals.
Indirect Account Support:
- Partner with Customer Success Managers, Sales, and Renewals teams to grow market share and resolve complex escalations.
- Track regional trends and product developments to keep teams informed.
- Develop one-to-many digital campaigns, FAQs, and standardized response templates.
- Maintain CRM data integrity in Salesforce and Gainsight; own EMEA playbook documentation.
About Instructure:
Instructure creates intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to advance in education and careers. The company offers competitive compensation with ownership program participation, flexible work culture, generous time off including an annual "Dim the Lights" recharge period in December, comprehensive wellness programs, learning and development resources, and a culture rooted in inclusivity and meaningful connection.
Requirements:
- Fluency in Spanish and English (written and verbal) required to manage customer relationships across the assigned region.
- Ability to work European hours.
- Passion for education and technology with proven technical aptitude.
- Clear, concise verbal and written communication skills with ability to adapt tone across organizational levels.
- Familiarity with CRM systems (such as Salesforce) and project management tools.
- Strong capacity to prioritize tasks, multitask, and perform effectively under pressure in a fast-paced environment.
- Familiarity with Instructure products (e.g., Canvas LMS) is a plus.
