Senior Customer Success Manager, K12

Imagine a role where your daily work directly shapes the future of K12 education, helping schools thrive with tools that truly simplify learning. At Instructure, we're driven by the belief that everyone deserves the chance to grow and succeed throughout life. We craft intuitive products that empower learners and educators, fostering meaningful connections and inspiring deeper engagement. Right now, we're searching for a Senior Customer Success Manager with a passion for education and a talent for building lasting relationships. This is your chance to amplify that power, working fully remotely from anywhere in the world, making a tangible difference for districts and students every single day.

Overview

As a Senior Customer Success Manager focusing on K12 accounts, you'll join our dynamic team dedicated to empowering educational institutions. This isn't just about managing accounts; it's about becoming a trusted partner to approximately 30-35 K12 districts, collectively representing around $3 million in annual recurring revenue. Your expertise will be crucial in navigating complex relationships, reaching from district-level stakeholders all the way to the superintendent's office. You will drive retention, identify opportunities for expansion, and contribute significantly to market growth across your designated territory. Success in this role means fostering deep product adoption and ensuring our solutions consistently meet the evolving needs of our partners in education. You will also be key in aligning efforts across our Sales, Renewals, Product, and Support teams to deliver a unified and exceptional customer experience.

Key Responsibilities

Strategically managing a portfolio of 30-35 K12 accounts, collectively valued at approximately $3 million in annual recurring revenue.
Cultivating robust relationships with key district stakeholders, including reaching up to the superintendent's office, ensuring long-term partnerships.
Leading the charge on customer retention initiatives, proactively identifying potential risks and implementing mitigation strategies.
Driving expansion within existing accounts by understanding their evolving needs and introducing relevant Instructure solutions.
Championing market growth by deepening our influence and footprint across your assigned territory.
Facilitating seamless collaboration across internal teams, including Sales, Renewals, Product, and Support, to ensure a cohesive customer experience.
Conducting targeted customer engagements that demonstrate tangible value and ensure optimal product adoption.
Acting as a trusted advisor, understanding customer challenges and advocating for their needs internally to inform product development.

Requirements

To thrive in this role, you'll need:

Significant experience as a Senior Customer Success Manager, preferably within the K12 educational technology sector.
A proven track record of successfully managing a portfolio of accounts, driving retention, and identifying growth opportunities.
Exceptional relationship-building skills, capable of engaging with diverse stakeholders from district administrators to executive leadership.
Demonstrated ability to influence and expand a company's scope within client organizations.
Strong business acumen with an understanding of SaaS metrics, especially annual recurring revenue (ARR).
Excellent communication, presentation, and negotiation skills.
A proactive, results-oriented mindset with a passion for customer success and education.
Ability to work independently and collaboratively in a fully remote, global environment.

What You'll Gain

Joining Instructure means more than just a job; it's an opportunity to:

Contribute to a mission-driven company that believes in the transformative power of education and personal development.
Work with innovative products that genuinely simplify learning and empower educators and students alike.
Build meaningful and impactful relationships with K12 leaders across the globe.
Be part of a collaborative, supportive, and smart team that encourages growth and creativity.
Enjoy the flexibility and autonomy of a fully remote work environment, connecting with colleagues worldwide.
Make a significant, tangible impact on the success of our customers and the future of education.