Customer Success Manager

• 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

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