Manager, Customer Success

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: Customer Success is the cornerstone of our long-term growth and regional sustainability in Latin America. Our success is directly tied to our customers' ability to realize a clear return on investment (ROI) from our services across all market segments, including K-12, Higher Education, and Corporate partners. We are seeking a strategic and people-oriented Manager of Customer Success to lead our LATAM Customer Success team in achieving world-class outcomes in revenue retention, customer satisfaction, and localized service excellence. As the Manager of Customer Success for LATAM, you will be responsible for driving the performance of a diverse, multi-market Customer Success team. You will work closely with your team to ensure high retention rates, identify regional market trends to drive expansion, and coach CSMs on delivering an exceptional, culturally-resonant customer experience. Your success will be measured by Renewal Rate, Sales ACV & Bookings , and other key performance indicators critical to the LATAM region. Qualifications - Language Proficiency: Professional fluency in English and Spanish is required; proficiency in Portuguese is highly desirable. - Education & Experience: Bachelor’s Degree or a minimum of 5+ years of experience in Customer Success or People Management, preferably within the SaaS or EdTech industry. - Regional Expertise: Proven track record of navigating the LATAM business landscape, including understanding regional procurement cycles, government regulations in education, and cultural nuances in business relationship management. - Results-Oriented: A documented history of hitting goals and OKRs, specifically regarding renewals, CSAT, and identifying new pipeline opportunities within existing accounts. - Leadership & Ownership: - Demonstrated ability to lead and resolve complex, high-stakes customer escalations. - Experience setting clear expectations and managing cross-functional issues to completion in a remote or hybrid environment. - Mentorship: Strong "team-first" mentality with a proven ability to coach, mentor, and develop diverse talent. - Strategic Thinking: Ability to balance immediate customer needs with long-term business goals through "big picture" thinking. - Communication: Outstanding verbal and written communication skills, with the executive presence to interface with executive stakeholders across the LATAM region. WHAT YOU WILL BE DOING - Drive Regional Performance: Meet or exceed renewal targets, sales growth targets and and customer health goals for the LATAM territory. - Forecast & Strategy: Participate in regular forecast calls to provide accurate visibility into retention risks and growth opportunities within the LATAM book of business. - Team Development: Actively coach, develop, and mentor CSMs, fostering a high-performance culture that values accountability and continuous improvement. - Operational Excellence: Manage and oversee key team projects to completion, ensuring processes are optimized for the specific needs of LATAM customers. - Cultural Leadership: Create an exemplary team culture that promotes inclusivity, collaboration, and a "lead by example" disposition. - Advocacy: Serve as the "Voice of the LATAM Customer" to global departmental leaders, sharing localized insights, regional challenges, and product impact data to influence the global roadmap. - Cross-Market Management: Adapt success strategies to fit the unique needs of different segments, ensuring a consistent level of excellence across K-12, Higher Ed, and Professional/Corporate markets. Ge