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.