Digital Customer Success Specialist

Instructure

full-time

Posted on: 4/16/2026

Location Type: Remote

✨ AI Apply

About the role

Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries.
Leverage AI-powered tools to enhance daily productivity, rapidly synthesizing customer context and accelerating the resolution of complex inquiries.
Triage incoming requests to distinguish between support issues, strategic adoption blockers, and commercial opportunities.
Identify "at-risk" customers based on sentiment and inquiry type, escalating to leadership or specialized teams when necessary to prevent churn.
Guide customers to existing self-service resources (Community, Knowledge Base, Toolkits) to foster independence and faster time-to-value.
Utilize internal AI agents and Knowledge Base tools to retrieve answers efficiently and assist in drafting accurate, empathetic responses.
Maintain accurate records of customer interactions in Salesforce and Gainsight to ensure a complete view of customer health.
Collaborate with the Finance and AR teams to quickly resolve billing or administrative blockers that frustrate customers.
Identify trends in inbound questions to provide feedback to the Content/Outbound team for future toolkit creation.
Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive based on inbound signals.

College degree (Bachelor or equivalent)
AI & Tech Savvy: Demonstrated ability to use AI and automation tools to streamline workflows, process information, and increase personal efficiency.
Exceptional communication skills, both written and verbal, with a focus on empathy and clarity
Capacity to set correct expectations and manage issues to completion under time pressure
Strong problem-solving skills with the ability to "triage" complex situations quickly
Multitask and prioritize tasks in a changing environment
Strong team mentality, utilizing internal and external resources strategically and tactically
Desired Experience, but not required
Experience in a high-volume customer-facing role (Support, Success, or Account Management)
Proficiency in CRM systems (Salesforce) and ticketing platforms
Customer-facing experience within the EdTech industry or other software companies

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

AI toolsautomation toolsCRM systemsSalesforceGainsightticketing platformscustomer inquiry triageproblem-solvingdata analysiscustomer health tracking

Soft Skills

communication skillsempathyclaritytime managementmultitaskingprioritizationteam collaborationcustomer advocacyadaptabilitystrategic thinking

Certifications

Bachelor's degree