Knowledge Strategist- Customer Success

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 a Digital Knowledge Master who is equal parts architect, ambassador, and futurist. This role is the structural backbone of our Digital Customer Success organization—and the key to our future AI strategy.

You will be the primary advocate for the Digital CS organization across the business, responsible for creating order out of chaos. But you aren't just building a library for people; you are building the brain for our future AI. You will structure our knowledge base to ensure it is ready for Agentic AI ingestion, ensuring that as we move into the new age of automation, our data is clean, structured, and machine-readable.

What you will be doing:

• Spearhead the "AI Readiness" of our knowledge base, ensuring that data structures, tagging, and taxonomy are optimized not just for human search, but for retrieval by Large Language Models (LLMs) and future Agentic AI tools.

• Serve as the "Voice of Digital CS" in cross-functional meetings, advocating for knowledge governance that supports both our current team and our future AI strategy.

• Build and maintain the "Digital Toolkit Library," acting as the strict guardian of our content structure to ensure zero clutter and maximum findability for humans and agents alike.

• Partner with Product and AI teams to define the metadata and structural standards required to train our internal AI agents on customer success best practices.

• Influence stakeholders in Product, Sales, and Finance to align on standard operating procedures, ensuring that the inputs our team receives are accurate, structured, and "AI-ready."

• Translate complex internal changes into clear, structured updates for the CS team, ensuring everyone is singing from the same song sheet.

• Identify opportunities for process improvement and lead the change management required to get other departments to adopt workflows that support cleaner data capture.

• Audit existing workflows to remove technical debt, serving as the project manager for operational cleanup initiatives that prepare us for automation.

Here is what you will need to know/have: Successful candidates will have the following education, experience, and skills:

• Hyper-organized "Knowledge Engineering" mindset: You love structure, checklists, and taxonomy. You understand that how data is stored is just as important as the data itself.

• Interest in AI & Automation: You understand the basics of how AI agents retrieve information (RAG) and why structured data matters for the future of tech.

• Exceptional Interpersonal & Influence Skills: You can navigate complex internal politics and negotiate processes that protect our team's capacity.

• Strong Communication: You can synthesize complex information into simple, structured communications.

• Change Management: Experience in rolling out new processes and getting buy-in from diverse teams.

• College degree (Bachelor or equivalent).

• Capacity to set correct expectations and manage issues to completion.

• Relevant Experience: 1-3 Years in a similar role

Desired Experience, but not required

• Experience in Knowledge Management, Information Architecture, or AI/Data Strategy.

• Proficiency in CRM systems (Gainsight/Salesforce) with an understanding of database structure.

• Customer-facing experience within the EdTech industry or other software companies.

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

• 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.