Strategic CSM - Higher Education Growth & AI

Instructure, Inc.; United States; Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Development resources

Tools and tech for best work

Employee recognition program

Inclusive culture

Job summary

Instructure, Inc. is seeking a Sr. Customer Success Manager to lead strategic relationships with our HigherEd members. You will develop account plans, conduct executive reviews, monitor health metrics, and act as a trusted advisor to maximize value of our platform.

The role emphasizes AI-enabled insights, cross-functional collaboration with product and sales, and growth through renewals, upsells, and expansions. Occasional travel and flexible work arrangements are available.

Qualifications

• Bachelor’s degree required; 5+ years in SaaS customer success or account management.
• Experience managing a book of business worth $3M+ annually.
• Proven track record in renewals, upsells, and expansions.
• Experience using generative AI tools to scale customer communication.
• Excellent communication and executive presence with senior stakeholders.

Responsibilities

• Develop and execute strategic account plans to secure health, growth, and retention of strategic members.
• Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals and opportunities.
• Monitor customer health metrics and develop mitigation strategies.
• Serve as the primary point of contact for strategic members and ensure a positive customer experience.
• Drive AI-enabled workflows to improve account knowledge and efficiency.

Skills

Strategic account management

Executive communication

Data-driven decision making

Leverage AI for customer success

CRM proficiency (Salesforce)

Education

Bachelor’s degree in Business, Education, Technology, or related field

Tools

Salesforce

Gainsight

JIRA

Tableau

Microsoft Office

Job description

Instructure, Inc. is seeking a Sr. Customer Success Manager to lead strategic relationships with our HigherEd members. You will develop account plans, conduct executive reviews, monitor health metrics, and act as a trusted advisor to maximize value of our platform.

The role emphasizes AI-enabled insights, cross-functional collaboration with product and sales, and growth through renewals, upsells, and expansions. Occasional travel and flexible work arrangements are available.