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Customer & Portfolio Impact:
- Drive strong adoption and utilization across the strategic higher education portfolio, ensuring customers realize measurable outcomes.
- Partner with CSMs to proactively address and resolve escalations, securing positive and timely outcomes.
- Identify broader market and customer trends to shape strategic account plans, expansion opportunities, and product engagement strategies.
Team Leadership & Development:
- Lead, mentor, and develop a high-performing team of Customer Success Managers through clear expectations and coaching.
- Foster a culture of ownership, accountability, collaboration, and continuous improvement within the CS organization.
- Build repeatable processes and playbooks that scale with growth and drive consistent, high-quality customer experiences.
Operational Excellence:
- Own key Customer Success performance metrics, including Net Revenue Retention (NRR), Gross Retention and pipeline generation.
- Partner cross-functionally with Product, Support, Services, Marketing, and Sales to drive frictionless customer experiences.
- Continuously refine operational workflows and tooling to improve team efficiency, data quality, and customer insights.
Instructure
Instructure amplifies the power of people to grow and succeed throughout their lives by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. They give smart, creative, passionate people opportunities to create awesome.