Senior Renewal Representative - HiEd

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:

Senior Renewal Representative – HiEd

 

As a Senior Renewal Representative (HiEd) at Instructure, Inc., you will play a critical role in managing a broader and more complex portfolio of higher education customer accounts, with a focus on both strategic account retention and growth. Building on foundational experience, you will own high-value and multi-product renewals, collaborate closely with cross-functional teams, and proactively identify opportunities for account expansion.

 

Responsibilities and Duties

 

• Manage a diverse portfolio of renewal accounts, including medium and large-scale contracts, to ensure timely and accurate renewals.

• Develop tailored renewal strategies to maximize customer retention and identify expansion opportunities.

• Collaborate closely with Customer Success Managers (CSMs) and Sales Representatives to align on account strategies and overall customer health.

• Create, deliver, and manage complex renewal quotes, ensuring alignment with customer needs and usage data.

• Conduct renewal forecasting with a high degree of accuracy, providing management with regular updates on progress, risks, and opportunities.

• Lead renewal negotiations, addressing customer objections, pricing discussions, and contract adjustments to reach mutually beneficial outcomes.

• Serve as a subject matter expert (SME) on quoting tools and CRM best practices, driving data integrity and operational efficiency.

• Partner with Product and Marketing teams to understand and communicate product updates or enhancements that may affect renewals.

• Track and report on key renewal performance metrics to identify trends and inform process improvements.

 

Qualifications, Skills, and Requirements

 

• Minimum of 3 years of experience in customer success, account management, or renewal management roles, preferably in the SaaS or education technology industry.

• Proven ability to manage and grow customer relationships, with experience handling high-value and multi-product accounts.

• Strong negotiation skills and advanced ability to navigate complex discussions with clients.

• Analytical thinker with the capability to analyze usage data, identify trends, and apply insights to renewal strategies.

• Demonstrated ability to identify inefficiencies and contribute to operational enhancements and process improvements.

• Advanced proficiency with CRM systems and tools such as Salesforce, Gainsight, Clari, and Gong.

• Excellent communication, organization, and interpersonal skills.

• Self-motivated, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

• Bachelor’s degree in Business, Education, or a related field preferred.

• Willingness to travel as required to support higher education clients and business objectives, up to 20%.

Get in on all the awesome at Instructure!

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.