Associate Customer Success Manager (2nd Shift)

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 seeking an Associate Customer Success Manager to support our K-12 customers. The ideal candidate is highly motivated, professional, organized, and a true team player. Our rapid growth demands someone who can manage shifting priorities and achieve territory goals in a fast-paced environment.

As an Associate Customer Success Manager, you’ll play a key role in retaining and growing accounts while expanding Instructure’s market presence. This role focuses on supporting customers who have adopted Parchment, delivering exceptional service to ensure strong, lasting relationships.

What You’ll Be Doing:

• Serve as a liaison between customers and Instructure

• Deliver a superior member experience by exceeding expectations through high-value, consultative engagements

• Meet with Parchment members to align products and services with business strategy, identify needs, and uncover opportunities to grow accounts

• Develop targeted strategies to build a broad network of relationships across all levels of a member’s organization and within Parchment

• Communicate effectively by delivering well-prepared presentations, sharing key results, and communicating difficult messages as needed

• Demonstrate in-depth knowledge of Parchment’s products and services, clearly representing their value to members

• Manage a book of business of 100–500 accounts, including:

• Assisting renewal teams with negotiations and member retention

• Expanding existing relationships through price increases, expansions, and cross-selling

• Collaborating cross-functionally with fellow Parchies

• Handling quoting, negotiating, contract closures, and accurate revenue forecasting

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

Here is what you will need to know/have:

• Bachelor’s degree

• 1–2 years of experience as a Customer Success Manager, Account Manager, or in a related role

• Willing and able to work North American hours (1:00 PM – 10:00 PM CET)

• Strong ability to set clear expectations and drive issues/goals to completion

• Adaptability and expertise in prioritizing tasks within a dynamic environment

• Passion for the education industry

• Excellent written and verbal communication skills

• Confident presentation and public speaking skills

• Proficiency with Google or Microsoft Suites and experience with a CRM (e.g., Salesforce)

• Proven ability to manage 100–500 member accounts, overseeing a book of business valued between $500,000 and $2M

• Consistent track record of achieving 90% or more of quarterly/annual goals

Bonus points if you also have:

• Experience in a SaaS business model

• Project management experience

• Familiarity with customer success platforms like Gainsight

• Experience serving or selling into educational accounts

• Demonstrated success as a Sales or Account Executive (at least 2 years)

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

• Annual learning and development stipends to support your growth

• The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations

• 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.