Outbound And Content Customer Success Representative

Education

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 thats where you come in:

We are looking for an Outbound & Content Customer Success Representative (CSR) who understands that the best path to growth is a healthy, successful customer. This role blends the strategic mindset of a Customer Success Manager with the reach of a digital marketer.

You will be responsible for defining and executing the "one-to-many" customer journey. Your goal is not just to send emails, but to deliver the right strategic advice at the right time. You will create "Retention Plays" that save at-risk customers, "Sustain" campaigns that help customers get more value from what they already own, and build out Digital Business Reviews that provide impact and prove ROI. You will ensure our digital customers feel guided, supported, and ready to renew.

What You Will Be Doing

• Short-Form Video Production: Proficiency in creating and editing high-impact, vertical video content (YouTube Shorts, TikTok, Reels). You can distill complex product features into engaging, bite-sized educational clips that drive customer curiosity and adoption.
• Design and execute "Retention Plays" that automatically target customers showing low usage or risk signals with specific resources to get them back on track.
• Leverage Generative AI to scale content production, utilizing tools to ideate, draft, and iterate on high-volume communications without sacrificing quality.
• Develop "Sustain" content tracks that help mature customers deepen their usage of existing features, ensuring they realize full value from their current license before we discuss expansion.
• Curate monthly newsletters and adoption campaigns that educate customers on best practices, ensuring alignment across multiple regions and products (including Parchment).
• Partner with Product Specialists to translate technical updates into engaging adoption guides that solve specific customer pain points.
• Monitor digital health scores in Gainsight to proactively trigger content interventions when a customer’s health drops.
• Use AI tools to analyze engagement trends in customer replies to large-scale campaigns, helping to iterate on messaging strategy faster.
• Own inbound opportunity generation by identifying successful customers who are ready for the next step, but only after ensuring their core health is strong.
• Assist in the coordination of customer success-led webinars, ensuring the topics address real-time customer challenges and drive retention.
• Analyze engagement metrics (Open Rate, Health Score Impact) to ensure our content is actually driving customer behavior changes.
  
  

Here is what you will need to know/have: Successful candidates will have the following education, experience, and skills:

• Deep understanding of the Customer Success Lifecycle (Onboarding, Adoption, Value Realization, Renewal, Expansion).
• AI Proficiency: Strong ability to use AI tools for content ideation and editing. You understand how to prompt tools to maintain brand voice and scale output.
• College degree (Bachelor or equivalent).
• Exceptional communication skills, particularly in writing educational and persuasive content.
• Experience building one:many digital campaigns that drive adoption and health, not just marketing awareness.
• Ability to interpret customer data (Health Scores, Usage) and translate it into actionable content strategies.
• Multitask and prioritize tasks in a changing environment.
• Demonstrated ability to solve problems and seek solutions.
  
  

Desired Experience, But Not Required

• Prior experience in a Customer Success role or managing a portfolio of customers.
• Proficiency with Gainsight Journey Orchestrator or similar CS automation tools.
• Experience with churn mitigation strategies or retention campaigns.
• Customer-facing experience within the EdTech industry or other software companies.
  
  

Get In On All The Awesome At Instructure

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, heres a general idea of what you can expect:
• 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
  
  

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.

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