Senior Customer Success Manager / Architect

About InstruqtAt Instruqt, we believe the future of enterprise growth will be built on experience, not explanation.We power hands-on product experiences for developer-first software companies like Elastic, MongoDB, Datadog, and HashiCorp. Our platform helps marketing, sales, and education teams turn product adoption into revenue acceleration.We are a fast-growing SaaS company (~$8M ARR in 2025, 122% NRR, 94% logo retention) building the category-defining platform for hands-on product adoption.Location:Remote (US, Canada) - East Coast PreferredWe are now hiring a Senior Customer Success Manager / Architect to help drive expansion, retention, and measurable ROI across our strategic customer base.The RoleThis is not a traditional "check-in and QBR" CSM role.This is a revenue-impacting, expansion-focused, value-driven role responsible for:Protecting and growing $50K-$500K+ ARR accountsDriving measurable adoption across GTM teams (Marketing, Sales, Education)Own the customer journey from Onboarding to ExpansionProving ROI in business termsTurning champions into advocatesYou will manage a portfolio of developer-first software companies and serve as a strategic advisor to Marketing, Sales Engineering, and Customer Education leaders.What You'll Own:Retention & HealthMaintain >95% gross retention across your bookIdentify churn risk early (budget, adoption gaps, technical blockers)Drive executive alignment and renewal strategy 120+ days in advance2. Expansion RevenueDrive land → expand motion across GTM departmentsIdentify upsell opportunities tied to:Increased usageNew use cases (Marketing → Sales → Education)Strategic initiativesPartner with AEs to close expansion deals ($50K-$500K+ ARR)3. Adoption & Time-to-ValueOwn onboarding for strategic accountsEnsure successful adoption and utilization of new product and feature releases.Reduce friction in content creation and scaling4. ROI & Executive AlignmentQuantify value with your customers in terms of:Reduced churnIncreased pipelineHigher win ratesFaster onboardingRun executive QBRs tied to measurable business impact5. Advocacy & ChampionsDevelop multi-threaded relationshipsCultivate referenceable customersContribute to case studies and referralsWhat "Great" Looks Like: In your first 12 months, you will:Maintain 95%+ logo retentionContribute meaningfully to 120%+ NRRDrive at least 2-4 expansion motions across your portfolioElevate conversations from "lab usage" to "revenue impact"Build trusted advisor relationships with Director+ level stakeholdersWho You Are:Experience5+ years in Customer Success, Account Management, or Strategic ConsultingExperience managing $100K+ ARR SaaS accountsExperience selling or supporting technical products (DevOps, Data, Security, Cloud Infra preferred)Comfortable working with Sales Engineers and technical stakeholdersSkillsStrong business acumen, can tie product usage to revenue impactConfident in executive conversationsData-driven and analyticalExpansion-oriented mindsetClear, structured communicatorBonusExperience supporting Marketing or DevRel teamsFamiliarity with developer toolsBackground in technical education or enablementSales or Sales Engineering experienceWhy This Role MattersInstruqt's growth depends on:Expansion inside existing accountsIncreased product adoption across GTM teamsClear ROI storytellingStrong champions who bring us into new companiesCustomer-centricity is central to our growth strategy. This role is critical to unlocking the next stage of expansion.CompensationCompetitive base salaryPerformance-based variable tied to retention and expansionEquity participationRemote-first cultureHigh-impact, high-visibility roleIf you want to build category-defining customer relationships at a company shaping the future of product adoption, we'd love to talk.

Created: 2026-04-02