Senior Customer Success Manager

. Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory.

Posted 5/15/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tools & technologies

SCSS

Key responsibilities & impact

Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory.
Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals.
Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint.
Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations.
Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams.
Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories.
Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution.
Mentor other CSMs and serve as a leader within the CSM organization.
Take on stretch projects to support our customers and the team.

What you’ll need

Requires a Bachelor's Degree or a minimum of 4+ years of Account Management experience.
A strong understanding of Customer Success and why the position exists in SasS.
Strong organizational skills, demonstrated follow up and follow through.
Exceptional communication skills both written and verbal.
Capacity to set correct expectations and manage issues to completion.
Multitask and prioritize tasks in a changing environment.
Strong team mentality, utilizing internal and external resources strategically and judiciously.
Customer-facing background within the software industry.
Demonstrated ability to solve problems and seek solutions.
Higher education industry experience and knowledge preferred.

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
Learning and development resources, including professional development tools and tuition reimbursement, 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

Account ManagementCustomer SuccessSaaS

Soft Skills

leadershiporganizational skillscommunication skillsproblem-solvingmultitaskingprioritizationcollaborationcustomer advocacy

Certifications

Bachelor's Degree