Senior Customer Success Manager / Architect

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  "description": "<p><strong><em><span style=\"color:#1D1C1D\">About Instruqt</span></em></strong></p><p><span style=\"color:#1D1C1D\">At Instruqt, we believe the future of enterprise growth will be built on experience, not explanation.<br><br></span></p><p><span style=\"color:#1D1C1D\">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.<br><br></span></p><p><span style=\"color:#1D1C1D\">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.</span></p><p><br>Location:</p><p>Remote (US, Canada) - East Coast Preferred</p>",
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  "requirements": "<p><span style=\"color:#1D1C1D\">We are now hiring a </span><strong><span style=\"color:#1D1C1D\">Senior Customer Success Manager / Architect </span></strong><span style=\"color:#1D1C1D\">&nbsp;to help drive expansion, retention, and measurable ROI across our strategic customer base.</span><br></p><p><strong><span style=\"color:#1D1C1D\">The Role</span></strong></p><p><span style=\"color:#1D1C1D\">This is not a traditional “check-in and QBR” CSM role.</span></p><p><span style=\"color:#1D1C1D\">This is a </span><strong><span style=\"color:#1D1C1D\">revenue-impacting, expansion-focused, value-driven role</span></strong><span style=\"color:#1D1C1D\"> responsible for:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Protecting and growing $50K–$500K+ ARR accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Driving measurable adoption across GTM teams (Marketing, Sales, Education)</span></p></li><li><p><span style=\"color:#444746\">Own the customer journey from Onboarding to Expansion</span></p></li><li><p><span style=\"color:#1D1C1D\">Proving ROI in business terms</span></p></li><li><p><span style=\"color:#1D1C1D\">Turning champions into advocates<br></span></p></li></ul><p><span style=\"color:#1D1C1D\">You will manage a portfolio of developer-first software companies and serve as a strategic advisor to Marketing, Sales Engineering, and Customer Education leaders.</span></p><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">What You’ll Own:</span></em></strong></p><ol><li><p><strong><span style=\"color:#1D1C1D\">Retention &amp; Health</span></strong></p></li></ol><ul><li><p><span style=\"color:#1D1C1D\">Maintain &gt;95% gross retention across your book</span></p></li><li><p><span style=\"color:#1D1C1D\">Identify churn risk early (budget, adoption gaps, technical blockers)</span></p></li><li><p><span style=\"color:#1D1C1D\">Drive executive alignment and renewal strategy 120+ days in advance</span></p></li></ul><p><span style=\"color:#1D1C1D\">2. </span><strong><span style=\"color:#1D1C1D\">Expansion Revenue</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Drive land → expand motion across GTM departments</span></p></li><li><p><span style=\"color:#1D1C1D\">Identify upsell opportunities tied to:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Increased usage</span></p></li><li><p><span style=\"color:#1D1C1D\">New use cases (Marketing → Sales → Education)</span></p></li><li><p><span style=\"color:#1D1C1D\">Strategic initiatives</span></p></li></ul></li><li><p><span style=\"color:#1D1C1D\">Partner with AEs to close expansion deals ($50K–$500K+ ARR)</span></p></li></ul><p><span style=\"color:#1D1C1D\">3. </span><strong><span style=\"color:#1D1C1D\">Adoption &amp; Time-to-Value</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Own onboarding for strategic accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Ensure successful adoption and utilization of new product and feature releases.&nbsp;</span></p></li><li><p><span style=\"color:#1D1C1D\">Reduce friction in content creation and scaling</span></p></li></ul><p><span style=\"color:#1D1C1D\">4</span><strong><span style=\"color:#1D1C1D\">. ROI &amp; Executive Alignment</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">&nbsp;Quantify value with your customers&nbsp; in terms of:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Reduced churn</span></p></li><li><p><span style=\"color:#1D1C1D\">Increased pipeline</span></p></li><li><p><span style=\"color:#1D1C1D\">Higher win rates</span></p></li><li><p><span style=\"color:#1D1C1D\">Faster onboarding</span></p></li></ul></li><li><p><span style=\"color:#1D1C1D\">&nbsp;Run executive QBRs tied to measurable business impact</span></p></li></ul><p><span style=\"color:#1D1C1D\">5. </span><strong><span style=\"color:#1D1C1D\">Advocacy &amp; Champions</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Develop multi-threaded relationships</span></p></li><li><p><span style=\"color:#1D1C1D\">Cultivate referenceable customers</span></p></li><li><p><span style=\"color:#1D1C1D\">Contribute to case studies and referrals</span></p></li></ul><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">What “Great” Looks Like:&nbsp;</span></em></strong></p><p><strong><span style=\"color:#1D1C1D\">In your first 12 months, you will:</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Maintain 95%+ logo retention</span></p></li><li><p><span style=\"color:#1D1C1D\">Contribute meaningfully to 120%+ NRR</span></p></li><li><p><span style=\"color:#1D1C1D\">Drive at least 2–4 expansion motions across your portfolio</span></p></li><li><p><span style=\"color:#1D1C1D\">Elevate conversations from “lab usage” to “revenue impact”</span></p></li><li><p><span style=\"color:#1D1C1D\">Build trusted advisor relationships with Director+ level stakeholders</span><br></p></li></ul><p><strong><em><span style=\"color:#1D1C1D\">Who You Are:</span></em></strong></p><p><strong><span style=\"color:#1D1C1D\">Experience</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">5+ years in Customer Success, Account Management, or Strategic Consulting</span></p></li><li><p><span style=\"color:#1D1C1D\">Experience managing $100K+ ARR SaaS accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Experience selling or supporting technical products (DevOps, Data, Security, Cloud Infra preferred)</span></p></li><li><p><span style=\"color:#1D1C1D\">Comfortable working with Sales Engineers and technical stakeholders</span></p></li></ul><p><strong><span style=\"color:#1D1C1D\"><br>Skills</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Strong business acumen,&nbsp; can tie product usage to revenue impact</span></p></li><li><p><span style=\"color:#1D1C1D\">Confident in executive conversations</span></p></li><li><p><span style=\"color:#1D1C1D\">Data-driven and analytical</span></p></li><li><p><span style=\"color:#1D1C1D\">Expansion-oriented mindset</span></p></li><li><p><span style=\"color:#1D1C1D\">Clear, structured communicator</span></p></li></ul><p style=\"min-height: 1.7em;\"></p><p><strong><span style=\"color:#1D1C1D\">Bonus</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Experience supporting Marketing or DevRel teams</span></p></li><li><p><span style=\"color:#1D1C1D\">Familiarity with developer tools</span></p></li><li><p><span style=\"color:#1D1C1D\">Background in technical education or enablement</span></p></li><li><p><span style=\"color:#1D1C1D\">Sales or Sales Engineering experience&nbsp;</span></p></li></ul><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">Why This Role Matters</span></em></strong></p><p><span style=\"color:#1D1C1D\">Instruqt’s growth depends on:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Expansion inside existing accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Increased product adoption across GTM teams</span></p></li><li><p><span style=\"color:#1D1C1D\">Clear ROI storytelling</span></p></li><li><p><span style=\"color:#1D1C1D\">Strong champions who bring us into new companies</span></p></li></ul><p><span style=\"color:#1D1C1D\">Customer-centricity is central to our growth strategy. This role is critical to unlocking the next stage of expansion.</span></p><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">Compensation</span></em></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Competitive base salary</span></p></li><li><p><span style=\"color:#1D1C1D\">Performance-based variable tied to retention and expansion</span></p></li><li><p><span style=\"color:#1D1C1D\">Equity participation</span></p></li><li><p><span style=\"color:#1D1C1D\">Remote-first culture</span></p></li><li><p><span style=\"color:#1D1C1D\">High-impact, high-visibility role</span></p></li></ul><p><br></p><p><span style=\"color:#1D1C1D\">If you want to build category-defining customer relationships at a company shaping the future of product adoption, we’d love to talk.</span></p>",
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      "title": "Senior Customer Success Manager / Architect",
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      "description": "<p><strong><em><span style=\"color:#1D1C1D\">About Instruqt</span></em></strong></p><p><span style=\"color:#1D1C1D\">At Instruqt, we believe the future of enterprise growth will be built on experience, not explanation.<br><br></span></p><p><span style=\"color:#1D1C1D\">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.<br><br></span></p><p><span style=\"color:#1D1C1D\">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.</span></p><p><br>Location:</p><p>Remote (US, Canada) - East Coast Preferred</p>",
      "requirements": "<p><span style=\"color:#1D1C1D\">We are now hiring a </span><strong><span style=\"color:#1D1C1D\">Senior Customer Success Manager / Architect </span></strong><span style=\"color:#1D1C1D\">&nbsp;to help drive expansion, retention, and measurable ROI across our strategic customer base.</span><br></p><p><strong><span style=\"color:#1D1C1D\">The Role</span></strong></p><p><span style=\"color:#1D1C1D\">This is not a traditional “check-in and QBR” CSM role.</span></p><p><span style=\"color:#1D1C1D\">This is a </span><strong><span style=\"color:#1D1C1D\">revenue-impacting, expansion-focused, value-driven role</span></strong><span style=\"color:#1D1C1D\"> responsible for:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Protecting and growing $50K–$500K+ ARR accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Driving measurable adoption across GTM teams (Marketing, Sales, Education)</span></p></li><li><p><span style=\"color:#444746\">Own the customer journey from Onboarding to Expansion</span></p></li><li><p><span style=\"color:#1D1C1D\">Proving ROI in business terms</span></p></li><li><p><span style=\"color:#1D1C1D\">Turning champions into advocates<br></span></p></li></ul><p><span style=\"color:#1D1C1D\">You will manage a portfolio of developer-first software companies and serve as a strategic advisor to Marketing, Sales Engineering, and Customer Education leaders.</span></p><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">What You’ll Own:</span></em></strong></p><ol><li><p><strong><span style=\"color:#1D1C1D\">Retention &amp; Health</span></strong></p></li></ol><ul><li><p><span style=\"color:#1D1C1D\">Maintain &gt;95% gross retention across your book</span></p></li><li><p><span style=\"color:#1D1C1D\">Identify churn risk early (budget, adoption gaps, technical blockers)</span></p></li><li><p><span style=\"color:#1D1C1D\">Drive executive alignment and renewal strategy 120+ days in advance</span></p></li></ul><p><span style=\"color:#1D1C1D\">2. </span><strong><span style=\"color:#1D1C1D\">Expansion Revenue</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Drive land → expand motion across GTM departments</span></p></li><li><p><span style=\"color:#1D1C1D\">Identify upsell opportunities tied to:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Increased usage</span></p></li><li><p><span style=\"color:#1D1C1D\">New use cases (Marketing → Sales → Education)</span></p></li><li><p><span style=\"color:#1D1C1D\">Strategic initiatives</span></p></li></ul></li><li><p><span style=\"color:#1D1C1D\">Partner with AEs to close expansion deals ($50K–$500K+ ARR)</span></p></li></ul><p><span style=\"color:#1D1C1D\">3. </span><strong><span style=\"color:#1D1C1D\">Adoption &amp; Time-to-Value</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Own onboarding for strategic accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Ensure successful adoption and utilization of new product and feature releases.&nbsp;</span></p></li><li><p><span style=\"color:#1D1C1D\">Reduce friction in content creation and scaling</span></p></li></ul><p><span style=\"color:#1D1C1D\">4</span><strong><span style=\"color:#1D1C1D\">. ROI &amp; Executive Alignment</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">&nbsp;Quantify value with your customers&nbsp; in terms of:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Reduced churn</span></p></li><li><p><span style=\"color:#1D1C1D\">Increased pipeline</span></p></li><li><p><span style=\"color:#1D1C1D\">Higher win rates</span></p></li><li><p><span style=\"color:#1D1C1D\">Faster onboarding</span></p></li></ul></li><li><p><span style=\"color:#1D1C1D\">&nbsp;Run executive QBRs tied to measurable business impact</span></p></li></ul><p><span style=\"color:#1D1C1D\">5. </span><strong><span style=\"color:#1D1C1D\">Advocacy &amp; Champions</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Develop multi-threaded relationships</span></p></li><li><p><span style=\"color:#1D1C1D\">Cultivate referenceable customers</span></p></li><li><p><span style=\"color:#1D1C1D\">Contribute to case studies and referrals</span></p></li></ul><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">What “Great” Looks Like:&nbsp;</span></em></strong></p><p><strong><span style=\"color:#1D1C1D\">In your first 12 months, you will:</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Maintain 95%+ logo retention</span></p></li><li><p><span style=\"color:#1D1C1D\">Contribute meaningfully to 120%+ NRR</span></p></li><li><p><span style=\"color:#1D1C1D\">Drive at least 2–4 expansion motions across your portfolio</span></p></li><li><p><span style=\"color:#1D1C1D\">Elevate conversations from “lab usage” to “revenue impact”</span></p></li><li><p><span style=\"color:#1D1C1D\">Build trusted advisor relationships with Director+ level stakeholders</span><br></p></li></ul><p><strong><em><span style=\"color:#1D1C1D\">Who You Are:</span></em></strong></p><p><strong><span style=\"color:#1D1C1D\">Experience</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">5+ years in Customer Success, Account Management, or Strategic Consulting</span></p></li><li><p><span style=\"color:#1D1C1D\">Experience managing $100K+ ARR SaaS accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Experience selling or supporting technical products (DevOps, Data, Security, Cloud Infra preferred)</span></p></li><li><p><span style=\"color:#1D1C1D\">Comfortable working with Sales Engineers and technical stakeholders</span></p></li></ul><p><strong><span style=\"color:#1D1C1D\"><br>Skills</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Strong business acumen,&nbsp; can tie product usage to revenue impact</span></p></li><li><p><span style=\"color:#1D1C1D\">Confident in executive conversations</span></p></li><li><p><span style=\"color:#1D1C1D\">Data-driven and analytical</span></p></li><li><p><span style=\"color:#1D1C1D\">Expansion-oriented mindset</span></p></li><li><p><span style=\"color:#1D1C1D\">Clear, structured communicator</span></p></li></ul><p style=\"min-height: 1.7em;\"></p><p><strong><span style=\"color:#1D1C1D\">Bonus</span></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Experience supporting Marketing or DevRel teams</span></p></li><li><p><span style=\"color:#1D1C1D\">Familiarity with developer tools</span></p></li><li><p><span style=\"color:#1D1C1D\">Background in technical education or enablement</span></p></li><li><p><span style=\"color:#1D1C1D\">Sales or Sales Engineering experience&nbsp;</span></p></li></ul><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">Why This Role Matters</span></em></strong></p><p><span style=\"color:#1D1C1D\">Instruqt’s growth depends on:</span></p><ul><li><p><span style=\"color:#1D1C1D\">Expansion inside existing accounts</span></p></li><li><p><span style=\"color:#1D1C1D\">Increased product adoption across GTM teams</span></p></li><li><p><span style=\"color:#1D1C1D\">Clear ROI storytelling</span></p></li><li><p><span style=\"color:#1D1C1D\">Strong champions who bring us into new companies</span></p></li></ul><p><span style=\"color:#1D1C1D\">Customer-centricity is central to our growth strategy. This role is critical to unlocking the next stage of expansion.</span></p><p style=\"min-height: 1.7em;\"></p><p><strong><em><span style=\"color:#1D1C1D\">Compensation</span></em></strong></p><ul><li><p><span style=\"color:#1D1C1D\">Competitive base salary</span></p></li><li><p><span style=\"color:#1D1C1D\">Performance-based variable tied to retention and expansion</span></p></li><li><p><span style=\"color:#1D1C1D\">Equity participation</span></p></li><li><p><span style=\"color:#1D1C1D\">Remote-first culture</span></p></li><li><p><span style=\"color:#1D1C1D\">High-impact, high-visibility role</span></p></li></ul><p><br></p><p><span style=\"color:#1D1C1D\">If you want to build category-defining customer relationships at a company shaping the future of product adoption, we’d love to talk.</span></p>",
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