Senior Customer Success Manager / Architect

Instruqt•Raleigh, NC

2d•Remote

About The Position

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. 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.

Requirements

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

Nice To Haves

Experience supporting Marketing or DevRel teams
Familiarity with developer tools
Background in technical education or enablement
Sales or Sales Engineering experience

Responsibilities

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