Strategic Customer Success Manager

Position Overview

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 seeking a Strategic Customer Success Manager (CSM) to support our most complex and high-impact K–12 customers, primarily statewide consortiums and our most critical strategic accounts. This role requires a seasoned relationship builder with deep expertise in developing and growing executive-level partnerships, a consultative mindset, experience navigating complex budget systems and cycles, and the ability to align customer goals with our multi-product products and services to ensure value realization.

The ideal candidate is a highly accountable, executive-level strategic leader who builds deep trust with customers and internal stakeholders, orchestrates complex multi-year strategies across products, services, and teams, leverages data to drive outcomes and decisions, mentors and elevates others, champions a culture of growth and learning, and is energized by shaping and defining a new role through close collaboration with senior and global leadership to deliver measurable, top-tier customer impact.

• Cultivate deep, consultative relationships with key partners across a small portfolio of statewide and high-value customers, including senior state and district leaders, understanding their strategic goals, policy environments, and operational realities. Builds a network of highly strategic customer stakeholders working toward shared outcomes.

  
  

• Collaborate cross-functionally to understand the customer’s academic, operational, and equity goals, and regularly tell a clear, compelling, and data-driven story of value realization to multiple stakeholders throughout the institution through strategies such as business reviews and joint impact plans.

  
  

• Lead a short-term and long-term adoption strategy across all purchased products and services to drive sustained usage by ensuring each product and service is clearly connected to the client’s academic, operational, or equity goals.

  
  

• Facilitate collaboration with Renewals and Sales partners to develop long-term retention and expansion strategies, proactively mitigate risk and identify cross-sell and upsell opportunities by deeply understanding both customer needs and our solution portfolio.

  
  

• Act as the voice of the customer across internal teams, providing insights to Product, Marketing, Services, and Leadership.

  
  

• Collaborate with senior leadership across departments to help share and define the Strategic CSM role at Instructure.

  
  

• Requires a Bachelor’s Degree or a minimum of 5+ years in customer success, strategic account management, or client-facing roles,

  
  

• 2+ years managing complex, strategic, multi-stakeholder partnerships, ideally with customers spending over $1 million annually
  

  
  

• Demonstrated expertise in customer success strategies, methodologies, and industry best practices to drive customer retention, adoption, and growth.
  

  
  

• Exceptional communication and leadership presence; skilled in facilitating strategic conversations with senior leaders and corporate executives
  

  
  

• Strong analytical and storytelling skills; comfort using data to influence decisions and outcomes
  

  
  

• Proficient in CRM tools (e.g., Salesforce), customer success platforms (e.g., Gainsight), and reporting tools
  

  
  

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 schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles

  
  

• 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

  
  

• Annual learning and development stipends to support your growth

  
  

• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations

  
  

• Motivosity employee recognition program

  
  

• A culture rooted in inclusivity, support, and meaningful connection

  
  

Closing

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.