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Instructure

Customer Success Manager, K12

Instructure

. Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members.

Posted 2/27/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $85,000 per yearWebsite

Tech Stack

Tools & technologies
Tableau

About the role

Key responsibilities & impact
  • Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of high-volume members.
  • Conduct regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
  • Proactively monitor customer health metrics, identify risks, and develop mitigation strategies before issues escalate.
  • Serve as the primary point of contact for high-volume members, ensuring seamless communication and a consistently positive customer experience.
  • Deeply understand each high-volume member's business objectives, workflows, and desired outcomes to tailor success plans.
  • Drive product adoption and utilization across member organizations by providing strategic guidance and best practices.
  • Collaborate with Product Management to relay member feedback and advocate for improvements that benefit high-volume users.
  • Facilitate training sessions and create resources to support new product feature adoption.
  • Be accountable for renewals and minimizing churn within the assigned portfolio.
  • Identify opportunities for upselling and cross-selling within existing high-volume accounts and partner with the Sales team to drive these opportunities.
  • Maintain accurate and up-to-date documentation of all member interactions, success plans, and forecasts in the CRM.

Requirements

What you’ll need
  • Bachelor’s degree in Business, Education, Technology, or related field.
  • 5 years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred.
  • Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually).
  • Deep passion for the education ecosystem and familiarity with the credentialing or student information landscape
  • Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.
  • Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite).
  • Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution.
  • Ability to travel 10–15% for customer engagements, conferences, and team events.

Benefits

Comp & perks
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
  • Bonuses
  • Wellness programs

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementSalesRevenue ManagementUpsellingCross-sellingStrategic PlanningRisk MitigationProduct AdoptionData Analysis
Soft Skills
CommunicationExecutive PresenceInfluencingCollaborationTrainingStrategic ThinkingTactical ExecutionCustomer ExperienceProblem SolvingAdaptability