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Sr. Customer Success Manager

InstructureUS-REMOTEGeneral & Administration
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Salary
$80K - $90K USD
Job type
Full-time
Work mode
Remote
Posted
24 Aug 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Sr. Customer Success Manager at Instructure is a full-time, remote position focused on managing and nurturing relationships within the Strategic HigherEd customer success team. This professional acts as a trusted advisor to key accounts, driving engagement, product adoption, and retention through data-driven planning and strategic execution. The role suits an experienced customer success specialist with a background in SaaS and EdTech who thrives in a fast-paced, high-growth environment.

Key Responsibilities

Build and execute strategic account plans to guarantee the health, retention, and growth of a dedicated portfolio of strategic members.
Conduct regular executive business reviews with key stakeholders to align goals, evaluate performance, and spot expansion opportunities.
Track customer health metrics, catch risks early, and create mitigation plans to resolve issues before escalation.
Utilize generative AI tools to enhance account knowledge, sharpen signal detection, and minimize administrative tasks.
Collaborate with product management to relay member feedback and advocate for user improvements.
Coordinate with renewal representatives and sales teams to identify upselling, cross-selling, and renewal opportunities.

Requirements

Hold a bachelor's degree in business, education, technology, or a related field.
Bring five or more years of progressive experience in customer success, account management, or sales within a software-as-a-service environment.
Demonstrate proven success in managing a substantial book of business and driving revenue outcomes.
Possess hands-on experience using generative AI tools to scale communication and optimize workflows.
Exhibit strong executive presence, exceptional communication skills, and the ability to influence senior university leadership.
Maintain the ability to travel ten to fifteen percent of the time for client engagements, conferences, and team events.
Pass a background check and identity verification process as part of the employment screening.

Skills and Tools

Generative AI tools including ChatGPT, Claude, and Copilot
CRM and operational platforms such as Salesforce, Gainsight, JIRA, and Tableau
Microsoft Office Suite
Strategic account planning and executive business reviews
Data analysis and customer health metric tracking
Stakeholder management and executive communication

Salary and Benefits

Annual salary ranging from $80,000 to $90,000 USD
Participation in the company ownership program for full-time employees
Flexible work culture with remote collaboration options
Generous time off including local holidays and a year-end recharge period
Comprehensive wellness programs and mental health support
Professional development resources and tuition reimbursement
Motivosity employee recognition program

About the Company

Instructure builds intuitive products designed to simplify learning and personal development, foster meaningful relationships, and inspire educational and career growth. The organization values creative, smart, and passionate people and operates as an equal opportunity employer committed to a culture of inclusivity, support, and connection.

How to Apply

Visit the official Instructure careers page to submit your application for the Sr. Customer Success Manager position.

Questions candidates ask

What is the salary for the Sr. Customer Success Manager role?

The salary ranges from $80,000 to $90,000 USD per year.

Is this position remote?

Yes, this is a US-REMOTE position with a flexible work culture.

What level of experience is required?

Candidates must have five or more years of progressive experience in customer success, account management, or sales within a SaaS environment, with EdTech experience strongly preferred.

What tools and software will I use in this job?

The role utilizes operational tools like Salesforce, Gainsight, JIRA, Tableau, Microsoft Office Suite, and generative AI platforms such as ChatGPT, Claude, and Copilot.

Will travel be required for this position?

Yes, travel is required for 10% to 15% of the time to attend customer engagements, conferences, and team events.

Ready to apply?

The application is on the official Instructure careers page.

Apply on company site