Customer Success Manager (K-12)

Instructure; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Mentoring and coaching

Large course library access

Community engagement programs

Equity and ownership programs

Growth opportunities

Job summary

Instructure seeks a seasoned Customer Experience Manager to support K-12 clients using the Instructure Learning Platform. You will focus on delivering an exceptional customer experience and long-term retention across a defined territory.

You will collaborate with Sales and Renewals to expand existing accounts, serve as the liaison between customers and Instructure, and drive CSAT alongside NRR targets. A Bachelor’s degree or 4+ years of Account Management experience is preferred, with strong

Qualifications

• Demonstrated ability to solve problems and seek solutions.
• Exceptional written and verbal communication skills.
• Multitask and prioritize tasks in a changing environment.
• Customer-facing background within the software industry; degree or equivalent experience.

Responsibilities

• Manage Instructure customer experience for K-12 clients in your territory.
• Collaborate with Sales and Renewals to expand existing accounts.
• Serve as liaison between customers and Instructure to align goals and success metrics.
• Maintain CSAT levels and strive toward NRR targets.

Skills

Communication skills

Problem solving

Multitasking

Customer-facing experience

Education

Bachelor's Degree

Job description

• At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers
• We do this by giving smart, creative, passionate people opportunities to create awesome. And that’s where you come in:
• We are looking for a seasoned Customer Experience Manager or Customer Success Manager to work with our K12 clients. This position will focus specifically on supporting our customers who have implemented the K12 Instructure Learning Platform and provide them with an exceptional customer experience
• The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. The main focus of this position is to manage existing accounts and position Instructure to capture additional market share through a solutions oriented approach
• Manage the Instructure customer experience for all customers within your territory
• Work collaboratively with Sales and Renewals to increase market share from existing account base and new business to business opportunities
• Act as liaison between the customer and Instructure
• Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success
• Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets

Benefits

• Join a passionate community of educators and the people working to support them
• Access to a large course library, mentoring and coaching opportunities, and regular feedback
• Community engagement (partnerships, volunteering, free learning resources, and ongoing outreach efforts)
• Office culture that values outcomes and impact above all
• Equity and ownership programs give every employee a stake in our future
• Ownership, recognition, and celebrations of shared success
• Growth opportunities (we’re all about helping our people move into (and thrive in) new roles)

Demonstrated ability to solve problems and seek solutionsK12 Education experience and knowledge preferredMultitask and prioritize tasks in a changing environmentCapacity to set correct expectations and manage issues to completionExceptional communication skills both written and verbalStrong team mentality, utilizing internal and external resources strategically and judiciouslyCustomer facing background within the software industryRequires a Bachelor’s Degree or a minimum of 4+ years Account Management experience