[Remote] Senior Customer Success Manager / Architect

Note: The job is a remote job and is open to candidates in USA. Instruqt is a fast-growing SaaS company focused on enhancing enterprise growth through hands-on product experiences. They are seeking a Senior Customer Success Manager / Architect to drive expansion, retention, and measurable ROI for their strategic customer base, managing a portfolio of developer-first software companies and serving as a strategic advisor to various teams.

Responsibilities

• 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
• 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
• 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)
• Own onboarding for strategic accounts
• Ensure successful adoption and utilization of new product and feature releases
• Reduce friction in content creation and scaling
• 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
• Develop multi-threaded relationships
• Cultivate referenceable customers
• Contribute to case studies and referrals

Skills

• 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
• Strong business acumen, can tie product usage to revenue impact
• Confident in executive conversations
• Data-driven and analytical
• Expansion-oriented mindset
• Clear, structured communicator
• Experience supporting Marketing or DevRel teams
• Familiarity with developer tools
• Background in technical education or enablement
• Sales or Sales Engineering experience

Benefits

• Competitive base salary
• Performance-based variable tied to retention and expansion
• Equity participation
• Remote-first culture
• High-impact, high-visibility role

Company Overview