Senior Customer Success Manager / Architect

Requirements

• 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
• (Desirable) Experience supporting Marketing or DevRel teams
• (Desirable) Familiarity with developer tools
• (Desirable) Background in technical education or enablement
• (Desirable) Sales or Sales Engineering experience

What the job involves

• We are now hiring a Senior Customer Success Manager / Architect to help drive expansion, retention, and measurable ROI across our strategic customer base
• 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
• 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 to expand motion across GTM departments
• Identify upsell opportunities tied to:
• Increased usage
• New use cases (Marketing to Sales to 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
• 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
• 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