At Instructure, we harness the potential of individuals to foster growth and success throughout their journeys. Our mission is to enhance this potential by developing user-friendly products that streamline learning and personal development, cultivate meaningful relationships, and motivate individuals to excel in their education and careers. We achieve this by empowering talented, innovative, and passionate individuals to craft extraordinary experiences.

Your role will be pivotal in elevating Customer Success, which is essential for our ongoing growth and profitability, as well as for supporting our clients in realizing their objectives. As a Customer Success Manager (CSM), you will take charge of ensuring satisfaction and long-term success across a portfolio of high-value enterprise clients. Your focus will be on enhancing retention, driving product adoption, and facilitating revenue growth through a consultative approach enriched by strategic insights and customer data analysis.

Key Responsibilities:

• Oversee a portfolio of high-value clients throughout EMEA, with a particular emphasis on Italy and other European regions.
• Forge and sustain strategic relationships with both executive and operational stakeholders.
• Gain a deep understanding of customer objectives and business motivations; proactively propose tailored solutions and strategies to adapt to their changing needs.
• Advocate for product adoption and utilization to promote positive customer outcomes and learning effectiveness.
• Enhance renewal success by identifying renewal risks early in the customer lifecycle and addressing them proactively.
• Collaborate closely with the Sales team to spot growth opportunities and contribute to pipeline development.
• Represent customer interests by relaying feedback to Product, Engineering, and other internal teams.
• Participate in regional and global Customer Success initiatives, with a focus on continuous improvement of processes and best practices.

What You Bring:

• Proficiency in both Italian and English; additional European languages (such as Spanish, Dutch, German, or French) are advantageous.
• A genuine enthusiasm for education and technology, ideally accompanied by experience in the EdTech or SaaS sectors.
• Exceptional stakeholder management and communication skills, including the ability to connect with executives and influence decisions at all levels.
• A data-centric mindset, with experience using tools such as Salesforce, Gainsight, JIRA, and Tableau.
• A blend of empathy, curiosity, and a solutions-oriented approach.
• Outstanding interpersonal capabilities and articulate writing skills.
• Strong organizational prowess to manage multiple priorities effectively in a fast-paced environment.

Preferred Qualifications:

• Familiarity with higher education, vocational training, or corporate education systems.
• Previous experience in Customer Success or account management within a SaaS context (preferably in EdTech), along with in-depth knowledge of SaaS products and services.
• Experience with one or more of Instructure’s product offerings.

Success Metrics:

• Customer Health Scores
• Renewal and Expansion Pipeline Achievement
• Completion of Executive Business Reviews (EBRs)
• Customer Satisfaction (CSAT) and Engagement Metrics

Join us at Instructure and be part of something remarkable! Here’s what we offer:

• Competitive and meaningful benefits tailored to each country in which we operate. While specifics may vary by location, you can generally expect:
• Competitive salary along with participation in Instructure’s equity program.
• Flexibility in work schedules and a remote-friendly culture, including hybrid or onsite options in certain regions for select positions.
• Generous paid time off, including global holidays and our annual "Dim the Lights" company-wide shutdown from December 26 to December 31.
• Comprehensive wellness initiatives and mental health support.
• Annual stipends for learning and development to enhance your growth journey.
• The latest technology and tools designed for your success, typically a Mac, with PC alternatives available in select locations.
• An employee recognition program (Motivosity) to celebrate achievements.
• A company culture rooted in inclusivity, support, and genuine connection.

Compensation: £60,000 – £60,000 per year (Base + Commission). This represents our target hiring budget, with room for flexibility based on experience, skills, and market factors.

We believe in bringing together exceptional talent and treating them with the respect they deserve. A diverse workforce enriches our ideas, and welcoming a broad range of perspectives enhances our environment and strengthens our business.

At Instructure, we participate in E-Verify and are proud to be an Equal Opportunity Employer. All hires are required to pass a background check prior to employment.