Strategic Customer Success Manager, Higher Education, US

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:

As a Strategic Customer Success Manager (CSM) for Higher Education at Instructure, Inc., you will play a pivotal role in fostering strong, long-term relationships with our key higher education clients. You will support institutions in their adoption, optimization, and expansion of Instructure products, partnering with stakeholders to help them achieve their strategic academic and institutional objectives.

What you will do:

• Develop and implement comprehensive account plans for a portfolio of strategic higher education institutions, aligning Instructure’s solutions with institutional goals and evolving needs.

• Establish and maintain trusted partnerships with executive-level stakeholders, faculty, and IT leaders to understand their challenges, demonstrate the value of Instructure’s offerings, and drive impactful initiatives.

• Monitor customer health metrics, proactively identify potential risks, and execute strategies to ensure high satisfaction, retention, and long-term customer success.

• Lead regular business reviews to showcase ROI, highlight new product enhancements, and share best practices that maximize customer value and drive product adoption.

• Collaborate cross-functionally with sales, product, support, and professional services teams to advocate for customer needs and ensure a seamless, impactful customer journey.

• Identify and nurture upsell and cross-sell opportunities within existing accounts, working closely with sales to expand Instructure’s presence.

• Act as a subject matter expert on Instructure products (such as Canvas LMS, Impact, and Elevate) and their application within higher education environments.

• Educate customers on new platform features, industry trends, and best practices to help them realize the full potential of Instructure’s products.

• Serve as a strategic advisor, offering guidance and thought leadership to support customers’ educational technology initiatives.

What you need to know/have:

• Bachelor’s degree in Education, Business, Technology, or a related field—or equivalent practical experience.

• 5+ years’ experience in customer success, account management, or strategic consulting within the higher education technology sector.

• Demonstrated success in managing and growing relationships with large, complex institutional clients.

• Deep understanding of higher education operations, academic workflows, and institutional priorities.

• Strong knowledge of Learning Management Systems (LMS) and educational technologies; direct experience with Canvas LMS highly preferred.

• Outstanding communication, presentation, and interpersonal skills, with the capacity to influence and establish rapport with diverse stakeholders.

• Proven ability to create and execute strategic account plans that drive customer success and business growth.

• Strong analytical and problem-solving skills; adept at interpreting data to identify trends and inform decision-making.

• Willingness and ability to travel periodically to client sites and industry events as needed.

Get in on all the awesome at Instructure!

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 work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• 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

• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

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

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.