Customer Success Manager, HiEd

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 Customer Success Manager to work with our HiEd customers. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment.

The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships.

What you will be doing:

• Act as a liaison between customer and Instructure

• Cultivate an exceptional member experience by exceeding your member’s expectations through high value-add, consultative engagements

• Meet with Parchment members to tie Parchment products and services to business strategy, uncover business needs, and capture leads to help grow the account

• Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals

• Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members.

• Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems. Represent these accurately to members.

• Manage a book of business of 200-250 accounts. To include:

  • Assisting the renewal team with negotiations and retention of existing members

  • Expanding the value of existing members through price increases, expansions, and cross selling

• Effectively working cross-functionally with fellow Parchies

  • Collaborate with Account Executives for cross selling, product knowledge, relationship building

• Overseeing the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue

• Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals

• Occasional travel required for member meetings/events and industry conferences

Here is what you will need to know/have:

• Requires a Bachelor's Degree with a minimum of 4+ years experience as a Customer Success Manager, Account Manager, or a related function

• Capacity to set correct expectations and manage issues/goals to completion.

• Adaptability and the ability to prioritize tasks in a changing environment.

• Passion for the education industry

• Excellent written and verbal communication skills

• Presentation and public speaking ability

• Experience with the Google or Microsoft suites, CRM experience (e.g., Salesforce)

• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M

• Consistent attainment of 90% of quarterly/annual goals or greater.

Bonus points if you also have:

• Previous SaaS business model experience

• Project management experience

• Experience with a Customer Success platform like Gainsight Experience managing or selling into accounts within the education industry

• Demonstrated successful Sales or Account Executive performance of at least 2 years, experience as Sales or Account Executive in Higher Ed

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• 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

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.