Customer Success Associate - Spanish & English speaker (remote)

Instructure is looking for a Customer Success Associate (CSA) to join its Customer Success team, supporting a growing customer base across Central and Southern Europe, the Middle East, and Africa (EMEA), primarily within the Higher Education and Vocational Education sectors. The role holds a direct book of business covering Tier 3 medium-sized accounts across the region, many of which require Spanish language capabilities. The CSA learns about key trends impacting educational institutions, removes roadblocks to value realization, and elevates the customer journey through close collaboration with Customer Success Managers (CSMs) in the region.

Responsibilities

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; 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

Requirements

Fluency in Spanish and English (written and verbal); 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 across 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

Nice to have

Familiarity with Instructure products (e.g., Canvas LMS)

Benefits

Competitive compensation; Ownership program for all full-time employees; Flexible work culture (remote, hybrid and in-office options vary by role, team and location); Generous time off, including local holidays and the annual Dim the Lights period in late December; Comprehensive wellness programs and mental health support; Learning and development resources, including professional development tools and tuition reimbursement; The technology and tools needed to do your best work; Motivosity employee recognition program; A culture rooted in inclusivity, support, and meaningful connection