Customer Success Manager

Summary

Join Instructure as a Customer Success Manager (CSM) and play a vital role in ensuring customer satisfaction and long-term success. You will manage a portfolio of high-value enterprise clients in EMEA, focusing on Italy and other European markets. Responsibilities include building strategic relationships with stakeholders, understanding customer goals, proactively offering solutions, and championing product adoption. You will also ensure strong renewal performance, collaborate with sales, serve as a customer advocate, and contribute to Customer Success initiatives. This role requires professional fluency in Italian and English, a passion for education and technology, strong communication and stakeholder management skills, and a data-informed mindset. Instructure offers competitive benefits, including flexible schedules, generous paid time off, wellness programs, and learning and development stipends.

Requirements

• Professional fluency in Italian and English; other European languages (e.g., Spanish, Dutch, German, French) are a plus
• Passion for education and technology, ideally with experience in EdTech or SaaS environments
• Strong stakeholder management and communication skills, including executive presence and the ability to influence at all levels
• A data-informed mindset with the ability to leverage tools like Salesforce, Gainsight, JIRA, and Tableau
• Empathy, curiosity, and a solutions-focused attitude
• Excellent interpersonal and eloquent writing skills
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Responsibilities

• Manage a portfolio of high-value customers across EMEA, particularly in Italy and other European markets
• Build and maintain strategic relationships with executive and operational stakeholders
• Understand customers’ goals and business drivers; proactively offer solutions and strategies to meet their evolving needs
• Champion product adoption and utilization to support customer outcomes and learning impact
• Ensure strong renewal performance by proactively identifying and addressing renewal risks early in the customer lifecycle
• Collaborate closely with Sales to identify growth opportunities and drive pipeline development
• Serve as a customer advocate by sharing feedback with Product, Engineering, and other internal teams
• Contribute to regional and global Customer Success initiatives, continuously improving processes and best practices

Preferred Qualifications

• Familiarity with higher education, vocational training, or corporate learning ecosystems
• Experience in Customer Success or account management in a SaaS company (ideally EdTech) with deep knowledge of SaaS products and services
• Experience with one or more of Instructure’s product offerings

Benefits

• Competitive compensation and participation in Instructure’s equity program
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work available in some regions for specific jobs
• Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31
• 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