Customer Success Manager

Summary

Join Instructure as a Customer Success Manager, focusing on K-12 customers using Parchment. This role demands a highly motivated and organized individual to manage renewals, grow accounts, and enhance Instructure's market presence. You will be responsible for providing exceptional customer service, building strong relationships, and meeting revenue goals. The position requires a Bachelor's degree, 4+ years of account management experience, and proven success in managing a significant number of accounts. Travel is approximately 30-40%. Instructure offers a competitive salary, benefits package, and opportunities for professional growth.

Requirements

• Requires a Bachelor's Degree with a minimum of 4+ years Account Management experience
• Capacity to set correct expectations and manage issues/goals to completion
• Adaptability and the ability to prioritize tasks in a changing environment
• Passion for the education industry
• Excellent written and verbal communication skills
• Presentation and public speaking ability
• Computer proficiency with MS Office, Salesforce.com
• Successful management of 100-500 member accounts concurrently with a book of business between $500,000 and $2M
• Consistent attainment of 90% of quarterly/annual goals or greater

Responsibilities

• Manage renewals and capture leads to help grow the account and meet business quota
• Travel to meet customers onsite as well as participate in conferences. Travel is about 30% to 40%
• Act as liaison between customer and Instructure
• Cultivate an exceptional member experience by exceeding your member’s expectations. This is achieved through conducting calls, emails, virtual meetings and webinars
• 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
• Be an effective communicator through conducting dynamic and well-informed presentations; to include key results and deliver difficult messages to members
• Demonstrate a mastery of Parchment’s products and services, their capabilities and how they solve member business problems
• Manage all renewal and expansion opportunities for 100 -500 accounts
• Timely renewal of existing members
• Expanding the value of existing members through price increases, expansions, and lead generation
• Effectively working cross-functionally with fellow Parchies
• Representing Parchment products and services accurately to members
• Quoting, negotiating, and closing contracts
• Accurate forecasting
• Developing and executing strategic customer engagement plans
• Meeting quantitative revenue goals (renewals and expansions) and customer satisfaction goals

Preferred Qualifications

• Previous start-up and/or SaaS business model experience
• Project management experience
• MBA
• Experience managing or selling into accounts within the education industry
• Demonstrated successful Sales or Account Executive performance of at least 2 years
• Management consulting or strategic account management, of 2- 4 years

Benefits

• Competitive salary and 401k
• Medical, dental, disability, and life insurance
• HSA program, vision, voluntary life, and AD&D
• Tuition reimbursement
• Paid time off, 11 paid holidays, and flexible work schedules
• LifeStyle Spending Account
• $60,000 - $70,000 a year