Customer Success Manager

Role and Responsibilities:

• Act as a liaison between customers and Instructure, focusing on Higher Education clients using Parchment to retain and grow accounts.
• Cultivate exceptional member experiences through consultative engagements, tying products to business strategy and uncovering leads.
• Manage a portfolio of 200-250 accounts, assisting with renewals, expansions, cross-selling, and overseeing commercial processes.

Qualifications and Experience:

• Requires a Bachelor's Degree with 4+ years in Customer Success, Account Management, or a related function, managing 100-500 accounts.
• Must have excellent communication, presentation skills, CRM experience (e.g., Salesforce), and adaptability in changing environments.
• Bonus points for SaaS experience, project management, Customer Success platform knowledge, or Sales/Account Executive background in Higher Ed.

Compensation and Culture:

• Offers competitive compensation with an employee ownership program and flexible work arrangements including remote and hybrid options.
• Provides generous time off, wellness programs, learning resources, and a supportive, inclusive culture focused on diversity and meaningful connections.