Automation Specialist, Customer Success

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  Bring and pilot automation ideas: spot repetitive, high-volume patterns in the queue (triage, tagging, routing, drafting) and propose or build automations using Salesforce, Gainsight, Front, and AI tools like Claude, Gemini, Rovo, or Slackbot to handle them.

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  Use AI-powered tools daily to synthesize customer context and speed up the resolution of complex inquiries, moving beyond manual lookups.

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  Triage incoming requests to distinguish between support issues, strategic adoption blockers, and commercial opportunities.

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  Identify "at-risk" customers based on sentiment and inquiry type, escalating to leadership or specialized teams when necessary to prevent churn.

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  Guide customers to existing self-service resources (Community, Knowledge Base, Toolkits) to foster independence and faster time-to-value.

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  Utilize internal AI agents and Knowledge Base tools to retrieve answers efficiently and assist in drafting accurate, empathetic responses.

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  Own communication in the Customer Success inbound queue (email/slack/Jira), acting as the primary point of contact for non-technical customer inquiries.

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  Maintain accurate records of customer interactions in Salesforce and Gainsight to ensure a complete view of customer health.

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  Collaborate with the Finance and AR teams to quickly resolve billing or administrative blockers that frustrate customers.

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  Identify trends in inbound questions, turn recurring ones into automated responses, macros, or workflow rules the whole team can reuse, and share the pattern with the Content team for future toolkit creation.

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  Review and analyze the customer base to identify and surface growth opportunities to the Sales Account Executive based on inbound signals.

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  Experience in a high-volume customer-facing role (Support, Success, or Account Management)

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  Proficiency in CRM systems (Salesforce) and ticketing platforms

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  Customer-facing experience within the EdTech industry or other software companies

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support

• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

• The technology and tools you need to do your best work

• Motivosity employee recognition program

• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.