Instructure

Customer Success Manager

Instructure

full-time

Posted on:

Location Type: Remote

Location: Mexico

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About the role

  • Drive Regional Performance: Meet or exceed renewal targets, sales growth targets and customer health goals for the LATAM territory.
  • Forecast & Strategy: Participate in regular forecast calls to provide accurate visibility into retention risks and growth opportunities within the LATAM book of business.
  • Team Development: Actively coach, develop, and mentor CSMs, fostering a high-performance culture that values accountability and continuous improvement.
  • Operational Excellence: Manage and oversee key team projects to completion, ensuring processes are optimized for the specific needs of LATAM customers.
  • Cultural Leadership: Create an exemplary team culture that promotes inclusivity, collaboration, and a "lead by example" disposition.
  • Advocacy: Serve as the "Voice of the LATAM Customer" to global departmental leaders, sharing localized insights, regional challenges, and product impact data to influence the global roadmap.
  • Cross-Market Management: Adapt success strategies to fit the unique needs of different segments, ensuring a consistent level of excellence across K-12, Higher Ed, and Professional/Corporate markets.

Requirements

  • Language Proficiency: Professional fluency in English and Spanish is required; proficiency in Portuguese is highly desirable.
  • Education & Experience: Bachelor’s Degree or a minimum of 5+ years of experience in Customer Success or People Management, preferably within the SaaS or EdTech industry.
  • Regional Expertise: Proven track record of navigating the LATAM business landscape, including understanding regional procurement cycles, government regulations in education, and cultural nuances in business relationship management.
  • Results-Oriented: A documented history of hitting goals and OKRs, specifically regarding renewals, CSAT, and identifying new pipeline opportunities within existing accounts.
  • Leadership & Ownership:
  • Demonstrated ability to lead and resolve complex, high-stakes customer escalations.
  • Experience setting clear expectations and managing cross-functional issues to completion in a remote or hybrid environment.
  • Mentorship: Strong "team-first" mentality with a proven ability to coach, mentor, and develop diverse talent.
  • Strategic Thinking: Ability to balance immediate customer needs with long-term business goals through "big picture" thinking.
  • Communication: Outstanding verbal and written communication skills, with the executive presence to interface with executive stakeholders across the LATAM region.
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 SuccessPeople ManagementSaaSEdTechOKRsCSATForecastingProject ManagementRetention StrategiesPipeline Development
Soft Skills
CoachingMentoringLeadershipCommunicationStrategic ThinkingTeam DevelopmentCultural LeadershipResults-OrientedProblem SolvingCollaboration