Senior Customer Success Manager / Architect

Job description

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

Job requirements

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.

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