Outbound & Content Customer Success Representative

Outbound & Content Customer Success Representative 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: 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 an Outbound & Content Customer Success Representative (CSR) who understands that the best path to growth is a healthy, successful customer. This role blends the strategic mindset of a Customer Success Manager with the reach of a digital marketer. You will be responsible for defining and executing the "one-to-many" customer journey. Your goal is not just to send emails, but to deliver the right strategic advice at the right time. You will create "Retention Plays" that save at-risk customers, "Sustain" campaigns that help customers get more value from what they already own, and build out Digital Business Reviews that provide impact and prove ROI. You will ensure our digital customers feel guided, supported, and ready to renew. What you will be doing: - Short-Form Video Production: Proficiency in creating and editing high-impact, vertical video content (YouTube Shorts, TikTok, Reels). You can distill complex product features into engaging, bite-sized educational clips that drive customer curiosity and adoption. - Design and execute "Retention Plays" that automatically target customers showing low usage or risk signals with specific resources to get them back on track. - Leverage Generative AI to scale content production, utilizing tools to ideate, draft, and iterate on high-volume communications without sacrificing quality. - Develop "Sustain" content tracks that help mature customers deepen their usage of existing features, ensuring they realize full value from their current license before we discuss expansion. - Curate monthly newsletters and adoption campaigns that educate customers on best practices, ensuring alignment across multiple regions and products (including Parchment). - Partner with Product Specialists to translate technical updates into engaging adoption guides that solve specific customer pain points. - Monitor digital health scores in Gainsight to proactively trigger content interventions when a customer’s health drops. - Use AI tools to analyze engagement trends in customer replies to large-scale campaigns, helping to iterate on messaging strategy faster. - Own inbound opportunity generation by identifying successful customers who are ready for the next step, but only after ensuring their core health is strong. - Assist in the coordination of customer success-led webinars, ensuring the topics address real-time customer challenges and drive retention. - Analyze engagement metrics (Open Rate, Health Score Impact) to ensure our content is actually driving customer behavior changes. Here is what you will need to know/have: Successful candidates will have the following education, experience, and skills: - Deep understanding of the Customer Success Lifecycle (Onboarding, Adoption, Value Realization, Renewal, Expansion). - AI Proficiency: Strong ability to use AI tools for content ideation and editing. You understand how to prompt tools to maintain brand voice and scale output. - College degree (Bachelor or equivalent). - Exceptional communication skills, particularly in writing educatio ... (truncated, view full listing at source)