Customer Success Manager

Instructure

Manager of Customer Success leading LATAM team to achieve customer satisfaction and driving revenue retention. Seeking leadership in the EdTech sector for diverse multi-market success.

Posted 4/14/2026full-timeRemote • 🇲🇽 MexicoMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessPeople ManagementSaaSEdTechOKRsCSATForecastingProject ManagementRetention StrategiesPipeline Development

Soft Skills

CoachingMentoringLeadershipCommunicationStrategic ThinkingTeam DevelopmentCultural LeadershipResults-OrientedProblem SolvingCollaboration