Senior Customer Success Manager, K12

Job description

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're looking for an experienced Sr. Customer Success Manager to drive retention and growth of our customers through targeted customer engagements, deep relationship building, and expanding our scope of influence across a district or account. As a Sr. Customer Success Manager you will own a book of business of approximately 30–35 K12 accounts, representing about $3 million in annual recurring revenue. You'll manage complex, multi-stakeholder customer relationships from the district level up through the superintendent's office, and you'll take the lead on retention, expansion, and market growth across your territory. This role goes beyond managing individual accounts. You'll drive cross-functional alignment across Sales, Renewals, Product, and Support, lead executive-level conversations, and mentor other customer success managers as you help build a stronger team. What you'll do: Own territory and account plans for your book of K12 customers, anticipating risk early and driving internal alignment to keep outcomes on track. Lead complex, multi-stakeholder account motions, balancing competing priorities and influencing alignment across Sales, Renewals, Product, and Support. Build executive-ready narratives for QBRs and EBRs, align stakeholders, anticipate objections, and secure commitments that move accounts forward. Develop multi-threaded relationships that earn trusted-advisor status, and expand executive access within your accounts. Convert customer value into advocacy through references, case studies, and EBR stories, while managing political risk within the account. Partner cross-functionally to refine handoffs and lifecycle processes, and lead process improvements that reduce friction for customers and internal teams alike. Connect product capabilities to customer outcomes, advise on adoption paths, and flag integration needs and risks before they become problems. Own renewal strategy and forecast accuracy for your book of business;…