SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Instructure is seeking a Senior Customer Success Manager to join its Strategic HigherEd CSM team, managing a portfolio of strategic higher education accounts. This role focuses on developing and executing strategic account plans to drive health, growth, and retention of key customers, with a target portfolio of $3M+ annually.
Key responsibilities include owning regular strategic executive business reviews (EBRs) with university leadership and key stakeholders, monitoring customer health metrics to identify and mitigate risks early, and serving as the primary point of contact ensuring seamless communication and positive customer experience. You will deeply understand each customer's business objectives and desired outcomes, tailoring success plans accordingly.
The role emphasizes driving product adoption and utilization across member organizations through strategic guidance and best practices. You'll collaborate with Product Management to relay customer feedback and advocate for improvements, while sharing industry trends and peer success stories to inspire adoption. You'll also identify upselling and cross-selling opportunities within existing accounts, partnering with Sales and dedicated Renewal Reps to drive revenue growth.
The position leverages generative AI tools to strengthen account knowledge, improve signal detection, and reduce administrative work, freeing time for strategic customer conversations. You'll bring new workflows and tools to the team and partner with CS leadership to identify where AI-augmented approaches can replace reactive interventions with earlier, more strategic engagement.
Required qualifications include a bachelor's degree in Business, Education, Technology, or related field, and five or more years of progressive experience in Customer Success, Account Management, or Sales within SaaS environments (EdTech experience strongly preferred). You must demonstrate proven success managing substantial books of business and driving revenue outcomes through renewals, upsells, and expansions. Strong proficiency with Salesforce, Gainsight, JIRA, Tableau, and MS Office Suite is essential. Exceptional communication skills, executive presence, and ability to influence senior university leadership are critical. Experience using generative AI tools (ChatGPT, Claude, Copilot) is required. Willingness to travel 10–15% for customer engagements and conferences is expected.
