Senior Customer Success Manager / Architect

About Instruqt At 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 Preferred We are now hiring a Senior Customer Success Manager / Architect to help drive expansion, retention, and measurable ROI across our strategic customer base. The Role This 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 accounts Driving measurable adoption across GTM teams (Marketing, Sales, Education) Own the customer journey from Onboarding to Expansion Proving ROI in business terms Turning champions into advocates You 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: 1. Retention & Health Maintain >95% gross retention across your book Identify churn risk early (budget, adoption gaps, technical blockers) Drive executive alignment and renewal strategy 120+ days in advance 2. Expansion Revenue Drive land » expand motion across GTM departments Identify upsell opportunities tied to: Increased usage New use cases (Marketing » Sales » Education) Strategic initiatives Partner with AEs to close expansion deals ($50K–$500K+ ARR) 3. Adoption & Time-to-Value Own onboarding for strategic accounts Ensure successful adoption and utilization of new product and feature releases. Reduce friction in content creation and scaling 4. ROI & Executive Alignment Quantify value with your customers in terms of: Reduced churn Increased pipeline Higher win rates Faster onboarding Run executive QBRs tied to measurable business impact 5. Advocacy & Champions Develop multi‑threaded relationships Cultivate referenceable customers Contribute to case studies and referrals What “Great” Looks Like: In your first 12 months, you will: Maintain 95%+ logo retention Contribute meaningfully to 120%+ NRR Drive at least 2–4 expansion motions across your portfolio Elevate conversations from “lab usage” to “revenue impact” Build trusted advisor relationships with Director+ level stakeholders Who You Are: Experience 5+ years in Customer Success, Account Management, or Strategic Consulting Experience managing $100K+ ARR SaaS accounts Experience selling or supporting technical products (DevOps, Data, Security, Cloud Infra preferred) Comfortable working with Sales Engineers and technical stakeholders Skills Strong business acumen, can tie product usage to revenue impact Confident in executive conversations Data‑driven and analytical Expansion‑oriented mindset Clear, structured communicator Bonus Experience supporting Marketing or DevRel teams Familiarity with developer tools Background in technical education or enablement Sales or Sales Engineering experience Why This Role Matters Instruqt’s growth depends on: Expansion inside existing accounts Increased product adoption across GTM teams Clear ROI storytelling Strong champions who bring us into new companies Customer‑centricity is central to our growth strategy. This role is critical to unlocking the next stage of expansion. Compensation Competitive base salary Performance‑based variable tied to retention and expansion Equity participation Remote‑first culture High‑impact, high‑visibility role If you want to build category‑defining customer relationships at a company shaping the future of product adoption, we’d love to talk. #J-18808-Ljbffr Instruqt