About this role.
This Customer Success Manager role at Instructure focuses on managing a scaled book of higher education clients using the Canvas learning platform. The position involves analyzing usage data, identifying risks, and making strategic recommendations to improve customer health. Collaboration with sales and renewals teams is essential to achieve growth and retention targets. The ideal candidate has a background in account management, strong communication skills, and proficiency with AI tools to optimize workflows. This role is perfect for a proactive, team-oriented professional passionate about customer success in the education technology space.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
4/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiastic interest in the Customer Success Manager position at Instructure. With over four years of experience in account management within the SaaS industry, I have developed a deep understanding of customer success principles and a proven track record of driving retention and growth. My proficiency with AI tools has allowed me to streamline workflows and scale efficiencies, directly aligning with your goal of managing a large volume of customers effectively.
In my previous role, I successfully managed a diverse portfolio of accounts, using data analytics to proactively identify risks and opportunities. I collaborated closely with sales and product teams to ensure customer visions were met and their challenges were addressed. My strong communication and organizational skills enabled me to build lasting relationships and exceed renewal targets consistently.
I am particularly drawn to Instructure's mission to amplify human potential through education. My familiarity with higher education environments and the Canvas platform would allow me to hit the ground running and contribute to your customers' success from day one. I am excited about the opportunity to bring my strategic and customer-centric approach to your team.
Thank you for considering my application. I look forward to discussing how my skills and enthusiasm align with the goals of Instructure.
Sincerely,
[Your Name]
Sample interview questions
I would start by analyzing their usage data to identify specific gaps and patterns. Then, I would schedule a strategic business review with the customer to understand their goals and pain points. Based on the insights, I would create a tailored success plan with actionable steps, leveraging Canvas features that align with their objectives. I would also involve internal resources like product specialists or training teams to provide additional support, and set clear milestones to track progress.
In my previous role, I used AI-powered analytics tools to automate health scoring and sentiment analysis across my portfolio. This allowed me to prioritize accounts needing attention and generate personalized insights quickly. I also used AI chatbots for routine customer queries, freeing up time for high-touch engagement. As a result, I could manage 30% more accounts while maintaining high satisfaction scores.
I use a risk-based prioritization framework. First, I segment accounts by health scores, revenue impact, and renewal timelines. Then, I focus my proactive efforts on high-risk or high-value accounts, while maintaining automated touchpoints for the rest. I also set aside time each week for data review and adjust priorities based on emerging trends or urgent issues. This ensures I stay responsive and strategic.
In a previous role, I worked with the sales team on a quarterly renewal campaign. I identified expansion opportunities within my accounts based on usage data and passed those leads to sales. I also coordinated with renewals to align messaging and ensure a smooth renewal process. As a result, we exceeded our renewal target by 15% and grew expansion revenue by 10%.
I am passionate about education and its transformative power. I have worked with several university clients, understanding their unique academic calendars, compliance requirements, and stakeholders. This experience taught me to navigate slower decision-making processes and align solutions with institutional goals. I believe my background in SaaS combined with this domain knowledge makes me a strong fit for supporting Instructure's higher education customers.
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:
We are looking for an experienced Customer Success Manager to work with long-tail higher education clients. This position will focus specifically on supporting our customers who have implemented Canvas and provide exceptional customer service to maintain strong relationships within a scaled book of business.
What you will be doing:
Manage the Instructure customer experience for all customers within a scaled North American territory
Analyze data and usage trends across your scaled book of business to uncover actionable insights, proactively identifying risks and making strategic recommendations to improve customer health.
Work collaboratively with Sales and Renewals to achieve growth and renewal targets
Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success
Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams.
Here is what you will need to know/have:
Successful candidates will have the following education, experience and skills:
Requires a Bachelor’s Degree or 4+ years of Account Management experience.
A strong understanding of Customer Success and why the position exists in SasS.
An avid interest and proficiency in utilizing AI tools to optimize workflows, refine processes, and scale efficiencies for managing a large volume of customers.
Strong organizational skills, demonstrated follow up and follow through.
Exceptional communication skills both written and verbal.
Capacity to set correct expectations and manage issues to completion.
Multitask and prioritize tasks in a changing environment.
Strong team mentality, utilizing internal and external resources strategically and judiciously.
Demonstrated ability to solve problems and seek solutions.
Higher education industry experience and knowledge preferred.
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.
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