About the role

Role Overview

As a Customer Success Manager at Instructure, you will support long-tail higher education clients who use Canvas. You’ll deliver exceptional service, maintain strong customer relationships, and act as the voice of the customer.

Key Missions

Manage the end-to-end customer experience for a large scale territory in North America.
Analyze data and usage trends to identify risks and make strategic recommendations.
Collaborate with Sales and Renewals teams to support growth and renewal objectives.

Requirements

Strong organizational skills with strong follow-up and follow-through.
Ability to solve problems and seek effective solutions.
Understanding of Customer Success and the purpose of the role in a SaaS environment.
Strong team mentality and ability to use internal/external resources strategically.
Bachelor’s degree or 4+ years of account management experience.
Ability to multitask and prioritize in a changing environment.
Capacity to set correct expectations and drive issues to completion.
Exceptional written and verbal communication.

Nice to Have

Higher education industry experience and knowledge.
Interest and proficiency in using AI tools to optimize workflows and scale customer management.

About Instructure

Instructure is an education technology company that supports learning platforms used by schools and higher education institutions. It provides solutions such as Canvas and focuses on helping customers succeed with those tools through customer support and ongoing engagement.