What are the responsibilities and job description for the Senior Customer Success Manager / Architect position at Instruqt?
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:
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.
Salary : $50,000 - $500,000