Strategic Customer Success Manager, Higher Education
Instructure
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $80,000 - $110,000 per year
About the role
- Develop and implement comprehensive account plans for a portfolio of strategic higher education institutions, aligning Instructure’s solutions with institutional goals and evolving needs.
- Establish and maintain trusted partnerships with executive-level stakeholders, faculty, and IT leaders to understand their challenges, demonstrate the value of Instructure’s offerings, and drive impactful initiatives.
- Monitor customer health metrics, proactively identify potential risks, and execute strategies to ensure high satisfaction, retention, and long-term customer success.
- Lead regular business reviews to showcase ROI, highlight new product enhancements, and share best practices that maximize customer value and drive product adoption.
- Collaborate cross-functionally with sales, product, support, and professional services teams to advocate for customer needs and ensure a seamless, impactful customer journey.
- Identify and nurture upsell and cross-sell opportunities within existing accounts, working closely with sales to expand Instructure’s presence.
- Act as a subject matter expert on Instructure products (such as Canvas LMS, Impact, and Elevate) and their application within higher education environments.
- Educate customers on new platform features, industry trends, and best practices to help them realize the full potential of Instructure’s products.
- Serve as a strategic advisor, offering guidance and thought leadership to support customers’ educational technology initiatives.
Requirements
- Bachelor’s degree in Education, Business, Technology, or a related field—or equivalent practical experience.
- 5+ years’ experience in customer success, account management, or strategic consulting within the higher education technology sector.
- Demonstrated success in managing and growing relationships with large, complex institutional clients.
- Deep understanding of higher education operations, academic workflows, and institutional priorities.
- Strong knowledge of Learning Management Systems (LMS) and educational technologies; direct experience with Canvas LMS highly preferred.
- Outstanding communication, presentation, and interpersonal skills, with the capacity to influence and establish rapport with diverse stakeholders.
- Proven ability to create and execute strategic account plans that drive customer success and business growth.
- Strong analytical and problem-solving skills; adept at interpreting data to identify trends and inform decision-making.
- Willingness and ability to travel periodically to client sites and industry events.
Benefits
- Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
- Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
- Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
- 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
- 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 & Tools
customer successaccount managementstrategic consultingstrategic account plansanalytical skillsproblem-solving skillsdata interpretationeducational technologyLearning Management SystemsCanvas LMS
Soft Skills
communication skillspresentation skillsinterpersonal skillsinfluencing skillsrapport buildingcollaborationthought leadershipcustomer advocacyrelationship managementstrategic advising