Client Success Manager
Crosslake Technologies
Senior Customer Success Manager – HIED
Instructure
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $100,000 per year
Job Level
Senior
About the role
- Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory.
- Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals.
- Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint.
- Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations.
- Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams.
- Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories
- Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution.
- Mentor other CSMs and serve as a leader within the CSM organization
- Take on stretch projects to support our customers and the team
Requirements
- Requires a Bachelor's Degree or a minimum of 4+ years of Account Management experience.
- A strong understanding of Customer Success and why the position exists in SaaS.
- Strong organizational skills, demonstrated follow up and follow through.
- Exceptional communication skills both written and verbal.
- Capacity to set correct expectations and manage issues to completion.
- Multitask and prioritize tasks in a changing environment.
- Strong team mentality, utilizing internal and external resources strategically and judiciously.
- Customer-facing background within the software industry.
- Demonstrated ability to solve problems and seek solutions.
- Higher education industry experience and knowledge preferred
Benefits
- Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
- Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
- Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
- Motivosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Account ManagementCustomer SuccessSaaS
Soft skills
leadershiporganizational skillscommunication skillsproblem-solvingmultitaskingprioritizationteam mentalitycustomer advocacy
Certifications
Bachelor's Degree
