Job Description

Job Title: Customer Success Manager (CSM)

Company: Instructure

Years of Exp: 3+ years

Location: US -Remote

Role Type: Full-Time

Eligibility:

• Bachelor’s degree in Business Administration, Education, Communications, Technology, or related field (or equivalent experience)
• Minimum 3+ years in customer-facing roles (Customer Success, Account Management, Consulting)
• Experience in SaaS environment preferred
• LMS / EdTech experience is a strong plus

Role Overview:

The Customer Success Manager (CSM) is responsible for managing and nurturing long-term client relationships, ensuring successful onboarding, product adoption, and ongoing value realization. This role acts as a trusted advisor, helping customers achieve their goals while driving retention, satisfaction, and expansion of the company’s solutions.

Key Responsibilities:

• Build and maintain strong relationships with assigned customers
• Serve as the primary point of contact and internal advocate
• Ensure smooth product adoption and early success
• Conduct regular check-ins, business reviews, and strategy discussions
• Identify opportunities for optimization and demonstrate ROI
• Identify risks to customer satisfaction and retention early
• Collaborate with support, product, and sales teams to resolve issues
• Drive customer retention and renewal success
• Identify upsell and cross-sell opportunities in partnership with sales
• Maintain deep knowledge of product features and updates
• Educate and guide customers on best practices
• Gather and share customer insights with internal teams
• Act as the voice of the customer internally
• Align product usage with customer business goals
• Develop and execute success plans

Skills and Qualifications:

• Strong understanding of SaaS and cloud-based technologies
• Excellent written and verbal communication skills
• Strong stakeholder management and relationship-building abilities
• Analytical and problem-solving mindset
• Ability to manage multiple accounts and priorities
• Customer-first attitude with a proactive approach
• Strong organizational and time management skills
• Willingness to travel occasionally