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# Associate Customer Success Manager – Higher Education

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/instructure.md)Share22 Aug 2026Published31Listing views0Application actions22 Sep 2026Apply before  Opportunity details

## About this role.

AI SummaryThis Associate Customer Success Manager role supports higher-education customers using Parchment, an Instructure product, with a focus on retention, expansion, and customer satisfaction. The position manages a large book of 200–250 accounts and requires consultative engagement, relationship development, product expertise, and commercial coordination. Core responsibilities include supporting renewals, identifying cross-sell opportunities, preparing quotes, forecasting revenue, and partnering with Account Executives and internal teams. The ideal candidate has 1–2 years of relevant customer success or account management experience, strong presentation skills, CRM proficiency, and an interest in the education technology sector.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThe role combines a high account volume with revenue, retention, and satisfaction targets, requiring strong prioritization and commercial judgment. Success depends on independently managing customer relationships while coordinating effectively across sales, renewal, and product-facing teams.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$72,500US market range$60k–$85k0$94k

AI insightNo salary range was provided. Based on the U.S. market for an associate-level Customer Success Manager in SaaS/education technology managing a sizable book of business, an estimated base salary range is $60,000 to $85,000 annually, with an estimated median of $72,500. Variable compensation, equity, location-based pay practices, and prior higher-education sales experience may increase total compensation.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[Higher Education](https://jobicy.com/jobs?search_keywords=Higher%20Education.md)[EdTech](https://jobicy.com/jobs?search_keywords=EdTech.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Renewals](https://jobicy.com/jobs?search_keywords=Renewals.md)[Cross-Selling](https://jobicy.com/jobs?search_keywords=Cross-Selling.md)[Salesforce CRM](https://jobicy.com/jobs?search_keywords=Salesforce%20CRM.md)[Revenue Forecasting](https://jobicy.com/jobs?search_keywords=Revenue%20Forecasting.md)

Sample interview questionsHow would you prioritize a book of 200–250 customer accounts?I would segment accounts by renewal date, revenue value, health indicators, growth potential, adoption level, and strategic importance. I would establish proactive touchpoint cadences for each segment and use CRM or customer-success platform data to identify at-risk accounts early.

Describe how you would handle a customer who is considering not renewing.

I would first understand the underlying drivers through a structured discovery conversation, including adoption, outcomes, budget, service concerns, and stakeholder alignment. I would then create a documented success and recovery plan, involve the appropriate internal partners, communicate progress consistently, and position the renewal around measurable customer value.

How do you identify expansion or cross-sell opportunities in an existing account?

I use business reviews, usage data, organizational changes, stated priorities, and stakeholder conversations to uncover unmet needs. I connect those needs to relevant product capabilities, validate value with the customer, and partner with the Account Executive to develop an appropriate commercial proposal.

What would you include in an effective customer business review presentation?

I would include agreed objectives, adoption and usage trends, outcomes achieved, key support or risk items, recommendations, and a forward-looking action plan. The presentation should be tailored to the audience and clearly connect Parchment's services to the institution's business and student-service goals.

How do you maintain accurate revenue forecasts while managing renewals and expansions?

I keep opportunity stages, close dates, renewal risks, stakeholder feedback, and next steps current in the CRM. I forecast based on verified customer intent and documented evidence, review changes regularly, and communicate material risks or upside promptly to internal leadership and sales partners.

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 Associate Customer Success Manager to work with our HiEd customers for Parchment. This is a position for a highly motivated, professional, and organized individual that is a true team player. Our rapid growth requires an individual who can manage priorities and reach assigned territory goals in an ever changing environment.

The Associate Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. This position will focus specifically on supporting our customers who have implemented Parchment and provide exceptional customer service to maintain strong relationships.

What you will be doing:

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Act as a liaison between customer and Instructure

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Cultivate an exceptional member experience by exceeding your member’s expectations through high value-add, consultative engagements

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Meet with Parchment members to tie Parchment products and services to business strategy, uncover business needs, and capture leads to help grow the account

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Craft appropriate member strategies to build a deep rolodex of relationships at all levels in your member’s organization and across Parchment’s functions that you can leverage to achieve goals

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Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members.

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Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems. Represent these accurately to members.

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Manage a book of business of 200-250 accounts. To include:

Assisting the renewal team with negotiations and retention of existing members

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Expanding the value of existing members through price increases, expansions, and cross selling

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Effectively working cross-functionally with fellow Parchies

Collaborate with Account Executives for cross selling, product knowledge, relationship building

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Overseeing the commercial motion: quoting, negotiating, closing contracts, and accurately forecasting revenue

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Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals

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Occasional travel required for member meetings/events and industry conferences

Here is what you will need to know/have:

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Requires a Bachelor’s Degree with a minimum of 1-2 years experience as a Customer Success Manager, Account Manager, or a related function

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Capacity to set correct expectations and manage issues/goals to completion.

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Adaptability and the ability to prioritize tasks in a changing environment.

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Passion for the education industry

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Excellent written and verbal communication skills

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Presentation and public speaking ability

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Experience with the Google or Microsoft suites, CRM experience (e.g., Salesforce)

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Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M

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Consistent attainment of 90% of quarterly/annual goals or greater.

What will set you apart:

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Previous SaaS business model experience

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Project management experience

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Experience with a Customer Success platform like Gainsight Experience managing or selling into accounts within the education industry

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Demonstrated successful Sales or Account Executive performance of at least 2 years, experience as Sales or Account Executive in Higher Ed

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:

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Competitive compensation, plus all full-time employees participate in our ownership program – because everyone should have a stake in our success.

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

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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.

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Comprehensive wellness programs and mental health support

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

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The technology and tools you need to do your best work

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Motivosity employee recognition program

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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.

Show more

[Apply now >](https://jobicy.com/jobs/151409-associate-customer-success-manager-higher-education.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

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