Customer Success Product Associate

Summary

Join Instructure as a Customer Success Product Associate (CSPA) and play a critical role in supporting Customer Success Managers. You will act as a Subject Matter Expert (SME) for designated product lines, leveraging deep product knowledge to guide customer adoption and growth of the Instructure Learning Platform. Key responsibilities include developing and maintaining product expertise, consulting with CSMs on product functionality, testing new features, conducting data analysis, assisting in customer recruitment, collecting customer feedback, and creating support resources. The ideal candidate possesses a college degree, exceptional communication skills, strong problem-solving abilities, and a demonstrated ability to learn complex systems quickly. The role requires a customer-facing background in the software industry and the ability to work North America hours remotely, with occasional travel.

Requirements

• College degree (BS, BA, etc.)
• Exceptional communication skills both written and verbal
• Capacity to set correct expectations and manage issues to completion
• Ability to multitask and prioritize tasks in a changing environment
• Strong team mentality, utilizing internal and external resources strategically and judiciously
• Demonstrated technical aptitude and ability to learn complex technology systems quickly
• Customer facing background within the software industry
• Demonstrated ability to solve problems and seek solutions
• Ability to work North America hours remotely, with occasional travel into the Philippines office as needed

Responsibilities

• Developing and maintaining deep product knowledge in your designated product lines
• Consulting with CSMs on understanding of product functionality, best practices, and alternative workflows to address customer needs
• Testing and demonstrating new features and product updates in test environments
• Conducting data aggregation, analysis, and recommendations to support customer conversations around product value and growth for both all Customer Success teams
• Assisting CS Product Specialists and other product and engineering teams to identify customers for recruitment opportunities
• Collecting and surfacing customer feedback to inform prioritization conversations and provide advocacy for customer needs
• Creating resources and documentation to support Customer Success teams and customers