Strategic Higher Ed CSM — AI-Powered Growth & Retention

Bazeta; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Wellness programs

Tuition reimbursement

Learning & development

Job summary

Instructure, a leader in EdTech, seeks a Senior Customer Success Manager to guide strategic accounts and ensure maximum value from our platform. You will own health, growth, and renewal activities for a portfolio of strategic members and lead executive reviews with key stakeholders.

Ideal candidates bring 5+ years in Customer Success or SaaS sales, strong executive communication, and a track record of driving renewals and expansions with large university clients.

Qualifications

• 5+ years of progressive experience in Customer Success, Account Management, or Sales within a SaaS environment; EdTech experience strongly preferred.
• Proven success managing a substantial book of business and driving revenue outcomes through renewals, upsells, and expansions (e.g., portfolios of $3M+ annually).
• Excellent communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.

Responsibilities

• Develop and execute strategic account plans to secure health, growth, and retention of a portfolio of strategic members.
• Own regular strategic executive business reviews with key stakeholders to align on goals and identify expansion opportunities.
• Monitor customer health metrics and mitigate risks early to prevent issues.
• Serve as the primary point of contact for strategic members and ensure a consistently positive customer experience.
• Use AI tools to strengthen account knowledge, sharpen signal detection, and reduce administrative work.
• Drive product adoption and utilization by providing strategic guidance and best practices.
• Collaborate with Product Management to relay member feedback and advocate for improvements.

Skills

Customer Success

Account Management

Sales

SaaS

EdTech

Executive communication

Education

Bachelor's degree

Tools

Salesforce

Gainsight

JIRA

Tableau

Job description

Instructure, a leader in EdTech, seeks a Senior Customer Success Manager to guide strategic accounts and ensure maximum value from our platform. You will own health, growth, and renewal activities for a portfolio of strategic members and lead executive reviews with key stakeholders.

Ideal candidates bring 5+ years in Customer Success or SaaS sales, strong executive communication, and a track record of driving renewals and expansions with large university clients.