SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Instructure is seeking an experienced Senior Customer Success Manager to drive retention and growth across a K12 customer portfolio. You will own approximately 30–35 K12 accounts representing ~$3M in annual recurring revenue, managing complex multi-stakeholder relationships from district level through superintendent offices.
Key responsibilities include: owning territory and account plans with early risk identification; leading complex account motions and cross-functional alignment across Sales, Renewals, Product, and Support; building executive-ready narratives for QBRs and EBRs; developing multi-threaded relationships to earn trusted-advisor status; converting customer value into advocacy through references and case studies; partnering cross-functionally on process improvements; connecting product capabilities to customer outcomes and adoption paths; owning renewal strategy and forecast accuracy; tracking account health and engagement in Gainsight, Salesforce, and Gong; building expansion plans and advancing opportunities with Sales; mentoring other customer success managers; and serving as the voice of the customer to product and strategy teams.
Required qualifications: bachelor's degree or 4+ years of account management experience; proven track record understanding customer goals and achieving them; experience managing renewal retention, pipeline generation, and non-recurring revenue against quota; exceptional written and verbal communication skills including executive presentation experience; experience leading complex multi-stakeholder relationships and navigating organizational change; ability to set clear expectations and manage issues to completion; ability to multitask and reprioritize; customer-facing software industry background; strong team mentality with mentoring/coaching track record; strong problem-solving skills. Experience with Gainsight, Salesforce, or Gong is a plus.
Instructure offers competitive compensation with ownership program participation, flexible work culture, generous time off including annual "Dim the Lights" period in December, comprehensive wellness and mental health support, learning and development resources with tuition reimbursement, and a culture rooted in inclusivity and meaningful connection.
