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 Customer Success Associate (CSA) to join our Higher Education team. The CSA works as part of a team with Customer Success Managers (CSMs) to support the Instructure product journey for Higher Education customers. This is a tactical, high-impact role focused on frontline communication, data integrity, and supporting the customer lifecycle.
What you will be doing:
Frontline Communication: Manage daily incoming customer emails and routine inquiries, owning requests through to completion and escalating issues to the CSM or Instructure Support when appropriate.
Renewal Lifecycle Support: Drive the renewal journey by gathering account intelligence, preparing necessary documentation, and communicating potential risks or growth opportunities to the CSM.
Agile Project Support: Tackle assigned projects as needed to improve internal workflows or enhance the customer experience.
Strategic Deck Creation: Build data-driven presentations that highlight customer health, usage trends, and goal alignment.
Administrative Coordination and Scalable Engagement: Manage meeting scheduling, prepare email drafts, and assist in the preparation and execution of "one-to-many" initiatives, including Webinars and Office Hours.
Data Integrity Management: Maintain high standards for CRM hygiene by ensuring all customer data, engagement notes, and contact information are current within Gainsight and Salesforce.
Implementation Support: Assist in the launch and implementation phase for new customers and products to ensure a smooth transition onto the Instructure platform.
Continuous Learning: Stay current on all Instructure product updates, new feature releases, and evolving internal processes to ensure accurate information sharing and operational efficiency.
Here is what you will need to know/have:
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
Customer facing background within the software industry
Demonstrated ability to solve problems and seek solutions
Ability to work North America hours
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.
