Sr. Customer Success Manager

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Sr. Customer Success Manager at Instructure · LumiJobs

senior

$80k–$90k

H1B: no

Instructure Sr. Customer Success Manager managing strategic HigherEd accounts to drive engagement, adoption, and retention. Acts as trusted advisor conducting executive business reviews and leveraging AI tools.

Responsibilities

Strategic Customer Success Management
Develop and execute strategic account plans to secure the health, growth, and retention of a portfolio of strategic members.
Own regular strategic executive business reviews (EBRs) with key stakeholders to align on goals, review performance, and identify expansion opportunities.
Monitor customer health metrics, identify risks early, and develop mitigation strategies before issues escalate.
Serve as the primary point of contact for strategic members, ensuring seamless communication and a consistently positive customer experience.
Working smarter with AI
Use generative AI tools to strengthen account knowledge, sharpen signal detection, and reduce time spent on administrative work, so you can spend more time on strategic customer conversations.
Bring new workflows and tools to the team.
Partner with CS leadership to identify where AI-augmented approaches can replace reactive, late-stage interventions with earlier, more strategic engagement.
Driving Product Adoption and Value
Deeply understand each strategic member's business objectives, workflows, and desired outcomes to tailor success plans.
Drive product adoption and utilization across member organizations by providing strategic guidance and best practices.

Qualification

Bachelor’s degree in BusinessExperience using generative AI tools (eExceptional communication

Required

Bachelor’s degree in Business, Education, Technology, or related field.
Five or more 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).
Experience using generative AI tools (e.g., ChatGPT, Claude, Copilot) to scale customer communication, analyze churn data, and optimize account management workflows.
Exceptional communication, executive presence, and ability to influence stakeholders at all levels, including senior university leadership.
Strong proficiency with key operational tools (Salesforce, Gainsight, JIRA, Tableau, MS Office Suite).
Demonstrated ability to thrive in a high-growth, fast-paced environment, balancing strategic thinking with tactical execution.
Ability to travel 10–15% for customer engagements, conferences, and team events.
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