Customer Success Manager

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 educations and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that’s where you come in:

Customer Success is absolutely vital to our long-term success and profitability, and to helping our customers achieve their goals. Customer Success Managers at Instructure maintain customer satisfaction and deepen adoption through consultative approaches, problem-solving and providing resources and strategies that support customers as they grow with Instructure’s products.

What you will be doing:

• Managing a portfolio of small to medium-sized customers across the EMEA region
• Sharing relevant and meaningful information with your entire customer base using scalable methods
• Learning the business drivers and challenges of your customers and offering insights and solutions to meet those needs through effective use of Instructure product and service offerings, promoting innovation and best practice
• Developing and maintaining meaningful relationships with key stakeholders
• Seeking to drive adoption across customer accounts to improve learning outcomes
• Retaining and maximising revenue opportunitiesEnabling sales through strong collaboration with sales teams
• Serving as a customer advocate by providing feedback to the product and engineering team to improving the platform and better solve our customer’s challenges
• Participating in team projects that support goals and initiatives of the department

Here’s what you will need to know/have:

• Spoken and written language fluency in English, as well as one other European language; Spanish preferred
• Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder
• Enthusiasm about education and technology with demonstrated technical aptitude
• Executive Presence – track record of networking and influencing an organisation at multiple (senior) stakeholder levels
• Familiarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficiently
• Demonstrated ability to communicate, present and influence credibly at multiple levels of an organisation
• Excellent interpersonal and eloquent writing skills
• Ability to prioritise, multitask, and perform effectively under pressure
• A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment

Ideally, you’ll also know/have:

• Experience working in higher education, K12, vocational education, or corporate training
• Experience in Customer Success or account management in a SaaS company with deep knowledge of SaaS products and services

Get in on all the awesome at Instructure

• Competitive salary plus RSU’s.
• Medical/ travel insurance, pension, long term sickness and life insurance
• Tuition reimbursement
• 25 days of annual leave plus bank holidays, and flexible work schedules
• Gym club reimbursements and rewards-based fitness tracking
•  Apple equipment and Macbooks
• A truly incredible people-first culture

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.