About the role
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
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:
- 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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