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Customer Success Associate

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Instructure

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Category:
Customer Service

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Salary:

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Job Description:

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.

Job Responsibility:

  • 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

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
  • Customer facing background within the software industry
  • Demonstrated ability to solve problems and seek solutions
  • Ability to work North America hours
What we offer:
  • Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
  • Generous time off, including local holidays and our annual company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
  • 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

Additional Information:

Job Posted:
January 09, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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