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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 seasoned Customer Experience Manager or Customer Success Manager to work with our K12 clients. This position will focus specifically on supporting our customers who have implemented the K12 Instructure Learning Platform and provide them with an exceptional customer experience.
The Customer Success Manager will participate in efforts to retain the account, help grow the account, and increase the market presence of Instructure. The main focus of this position is to manage existing accounts and position Instructure to capture additional market share through a solutions oriented approach.
What you will be doing:
- Manage the Instructure customer experience for all customers within your territory
- Work collaboratively with Sales and Renewals to increase market share from existing account base and new business to business opportunities
- Act as liaison between the customer and Instructure
- Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success
- Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets
Here's what you will need to know/have:
- Requires a Bachelor's Degree with a minimum of 4+ years Account Management experience.
- 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.
- Customer facing background within the software industry.
- Demonstrated ability to solve problems and seek solutions.
- K12 Education 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 schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
- Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
- 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.
Instructure Chicago, Illinois, USA Office
130 E Randolph Street, #1800, Chicago, IL, United States, 60601
What you need to know about the Chicago Tech Scene
With vibrant neighborhoods, great food and more affordable housing than either coast, Chicago might be the most liveable major tech hub. It is the birthplace of modern commodities and futures trading, a national hub for logistics and commerce, and home to the American Medical Association and the American Bar Association. This diverse blend of industry influences has helped Chicago emerge as a major player in verticals like fintech, biotechnology, legal tech, e-commerce and logistics technology. It’s also a major hiring center for tech companies on both coasts.
Key Facts About Chicago Tech
- Number of Tech Workers: 245,800; 5.2% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: McDonald’s, John Deere, Boeing, Morningstar
- Key Industries: Artificial intelligence, biotechnology, fintech, software, logistics technology
- Funding Landscape: $2.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Pritzker Group Venture Capital, Arch Venture Partners, MATH Venture Partners, Jump Capital, Hyde Park Venture Partners
- Research Centers and Universities: Northwestern University, University of Chicago, University of Illinois Urbana-Champaign, Illinois Institute of Technology, Argonne National Laboratory, Fermi National Accelerator Laboratory
