Instructure · 1 day ago
Strategic Customer Success Manager
United States
Full-time
Remote
Senior Level
$90K/yr - $125K/yr
5+ years expInstructure is a company focused on creating intuitive products that simplify learning and personal development. They are seeking a Strategic Customer Success Manager to support complex K–12 customers and develop executive-level partnerships, ensuring value realization through effective strategies and collaboration.
Cloud ManagementEdTechEducationInformation TechnologySaaS
Responsibilities
Cultivate deep, consultative relationships with key partners across a small portfolio of statewide and high-value customers, including senior state and district leaders, understanding their strategic goals, policy environments, and operational realities. Builds a network of highly strategic customer stakeholders working toward shared outcomes
Collaborate cross-functionally to understand the customer’s academic, operational, and equity goals, and regularly tell a clear, compelling, and data-driven story of value realization to multiple stakeholders throughout the institution through strategies such as business reviews and joint impact plans
Lead a short-term and long-term adoption strategy across all purchased products and services to drive sustained usage by ensuring each product and service is clearly connected to the client’s academic, operational, or equity goals
Facilitate collaboration with Renewals and Sales partners to develop long-term retention and expansion strategies, proactively mitigate risk and identify cross-sell and upsell opportunities by deeply understanding both customer needs and our solution portfolio
Act as the voice of the customer across internal teams, providing insights to Product, Marketing, Services, and Leadership
Collaborate with senior leadership across departments to help share and define the Strategic CSM role at Instructure
Qualification
Required
Requires a Bachelor's Degree or a minimum of 5+ years in customer success, strategic account management, or client-facing roles
2+ years managing complex, strategic, multi-stakeholder partnerships, ideally with customers spending over $1 million annually
Demonstrated expertise in customer success strategies, methodologies, and industry best practices to drive customer retention, adoption, and growth
Exceptional communication and leadership presence; skilled in facilitating strategic conversations with senior leaders and corporate executives
Strong analytical and storytelling skills; comfort using data to influence decisions and outcomes
Proficient in CRM tools (e.g., Salesforce), customer success platforms (e.g., Gainsight), and reporting tools
Benefits
Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
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 — typically a Mac, with PC options available in some locations
Motivosity employee recognition program
A culture rooted in inclusivity, support, and meaningful connection
Company
Instructure
Instructure is an education technology company developing a learning management system for K-12 and higher education.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$89.1MKey Investors
Insight PartnersBessemer Venture Partners
2024-07-25Private Equity
2024-07-25Acquired
2015-11-13IPO
Leadership Team
Steve Daly
Chief Executive Officer
Brian Cully
Senior Vice President, Parchment & Corporate Development
Recent News
2025-12-06
Company data provided by crunchbase