Customer Success Associate - Spanish & English speaker (remote)

Job description

**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 that's where you come in: We are looking for a **Customer Success Associate (CSA)** to join our Customer Success team, supporting our growing customer base across Central and Southern Europe, the Middle East, and Africa (EMEA), primarily within the Higher Education and Vocational Education sectors. In this role, you will hold a direct book of business covering our Tier 3 medium-sized accounts across the region. Many of these accounts require Spanish language capabilities, making fluency in Spanish essential. You will play a critical role by learning about the key trends impacting educational institutions across these regions, removing roadblocks to value realization, and elevating the customer journey through close collaboration with Customer Success Managers (CSMs) in your region. **What you will be doing:** - Build and nurture meaningful relationships with key customer stakeholders to ensure alignment with their desired outcomes. - Develop a deep understanding of key customer business drivers and challenges, proactively offering tailored solutions through Instructure’s products and services to promote innovation and best practice. - Drive customer adoption of Instructure solutions to enhance business outcomes and overall customer satisfaction. - Retain and maximize revenue opportunities through strategic engagement and contextual understanding of customer challenges. - Collaborate closely with the Sales team to drive customer growth and facilitate pipeline generation. - Advocate for customers by providing valuable feedback to Product and Engineering teams to facilitate platform improvements that solve customer challenges. - Participate in cross-functional projects that support the broader strategic goals and initiatives of the Customer Success team. **Indirect Account Support** - Partner with CSMs, Sales, and Renewals to grow market share, prepare reports for strategic meetings, and resolve complex escalations. - Track regional trends and product developments to keep CSMs informed and propose proactive customer resources. - Develop one-to-many digital campaigns, FAQs, and standardized response templates. - Maintain CRM data integrity (Salesforce and Gainsight), own EMEA playbook documentation, and execute feedback-driven action plans. **What you will need to know/have:** - Fluency in Spanish and English (written and verbal) is required to effectively manage customer relationships across the assigned region. - Ability to work European hours. - Passion for education and technology with a proven technical aptitude. - Clear, concise verbal and written communication skills with the ability to adapt tone appropriately across varying organizational levels. - Familiarity with CRM systems (such as Salesforce) and project management tools, with the ability to craft workflows that enhance operational efficiency. - Strong capacity to prioritize tasks, multitask, and perform effectively under pressure in a fast-paced, evolving environment. - Familiarity with Instructure products (e.g., Canvas LMS) is a plus. **Get in on all the awesome at Instructure!** We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: - Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. - Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. - Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. - Comprehensive wellness programs and mental health support - Learning and development resources, including professional development tools and tuition reimbursement, to support your growth - The technology and tools you need to do your best work - 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.