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: The Customer Success Manager (CSM) at Instructure, Inc. is a critical role responsible for building and nurturing strong, long-term relationships with our clients, ensuring their successful adoption, utilization, and expansion of Instructure products. This individual acts as a trusted advisor, proactively guiding customers to achieve their desired outcomes and maximizing the value they derive from our solutions. What you will do - Client Relationship Management: Develop and maintain strong, positive relationships with a portfolio of assigned customers, serving as their primary point of contact and advocate within Instructure. - Onboarding & Adoption: Guide new and existing customers through successful onboarding processes, ensuring seamless implementation and initial product adoption. - Proactive Engagement & Value Realization: Regularly engage with customers to understand their evolving needs, identify opportunities for product optimization, and demonstrate the ongoing value of Instructure solutions through business reviews and strategic discussions. - Risk Mitigation & Issue Resolution: Proactively identify potential risks to customer satisfaction and retention, working collaboratively with internal teams (support, product, sales) to address and resolve issues promptly and effectively. - Renewal & Expansion: Partner with sales teams to ensure high rates of customer retention and identify opportunities for upsell and cross-sell of additional Instructure products and services. - Product Expertise: Maintain a deep understanding of Instructure's product suite, including new features and functionalities, to effectively educate and advise customers. - Customer Feedback & Advocacy:** Gather customer feedback and insights, communicating them to internal product and development teams to drive continuous improvement. Act as a customer advocate within Instructure. - Strategic Planning: Collaborate with customers to develop and execute strategic plans that align Instructure solutions with their organizational goals and objectives. What you will need to know/have: - Education: Bachelor's degree in a relevant field (e.g., Business Administration, Education, - Communications, Technology) or equivalent practical experience. - Experience: 3+ years of experience in a customer-facing role, such as Customer Success, Account Management, or Consulting, preferably within a SaaS environment. Technical Acumen: Strong understanding of cloud-based software and the ability to quickly learn and master new technologies. Experience with Learning Management Systems (LMS) or educational technology is a significant plus. - Communication Skills: Exceptional written and verbal communication skills, with the ability to effectively communicate complex technical concepts to diverse audiences. Interpersonal Skills: Proven ability to build rapport, influence stakeholders, and navigate complex organizational structures. - Problem-Solving: Strong analytical and problem-solving skills, with a proactive and results-oriented approach. - Organizational Skills: Excellent time management and organizational skills, with the ability to manage multiple priorities and deadlines effectively. - Customer Focus: Demonstrated passion for customer success and a commitment to delivering outstanding customer experiences. - Travel: Ability to travel occasionally to customer sites or industry events as needed. 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 schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles - 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 - Annual learning and development stipends to support your growth - The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations - Motivosity employee recognition program - A culture rooted in inclusivity, support, and meaningful connection Closing 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. 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 - Annual learning and development stipends to support your growth - The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations - 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.

• Lead a pod of dedicated service professionals, service manager, and case management supporting 200 of our Master’s level financial advisor practices. • Serve as primary point of contact for complex cases and escalations for firms assigned to a pod. • Work with cross functional leadership teams to partner in resolving friction items and identify continuous improvement opportunities. • Utilize and maintain a client-level performance dashboard.

Role Details Work Arrangement and Location: Remote, US Type of Support: Omnichannel Contract Duration: Full-Time, Permanent Training Schedule: Open to shifting schedules (subject to business requirements) Work Schedule: Open to shifting schedules (subject to business requirements) Expected Start Date: March 30, 2026 About Us Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep. More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together. Welcome to Crescendo. Welcome to what’s next. The Role As a Customer Success Associate, you’ll serves as the primary strategic and relationship owner for a portfolio of customer transitioning from for Business or for clubs & Leagues to the new flagship platform.This role requires strong communication, project management expertise, and a deep understanding of the youth sports organizational lifecycle to ensure migrations are completed successfully, on time, and with clear customer value. What You’ll Do: Customer Education & Advocacy - Clearly communicate the value proposition, including functionality, benefits, and overall user experience. - Provide high-level product comparisons between the customer’s current platform and to set expectations and highlight key differences. - Act as a trusted advisor to organizational leaders throughout the migration process. Strategic Migration Planning - Conduct discovery calls to understand each customer’s organizational structure and sports seasonality. - Identify peak and off-peak periods to determine the optimal migration timeline. - Partner with customers to select the best target migration month to minimize operational disruption. - Own and manage the end-to-end migration timeline for assigned accounts. Internal Coordination & Task Management - Collaborate with customers to define and document detailed data migration requirements. - Assign clear tasks to Data Specialists for data extraction, preparation, and validation. - Monitor task progress and proactively manage risks to ensure deadlines are met. - Serve as the central point of coordination between customers and internal teams. Tool Proficiency & Reporting - Maintain accurate and up-to-date records of customer interactions, migration status, and timelines in Salesforce. - Use Asana or similar project management tools to track tasks, milestones, and dependencies. - Provide regular status updates and reporting on migration progress for the assigned customer portfolio. What We Expect From You: - 2+ years of experience in Customer Success, Account Management, or Project Management, preferably in a SaaS environment. - Demonstrated success managing complex, multi-stakeholder projects with tight deadlines. - Strong understanding of the youth sports ecosystem and seasonal operating cycles. - Excellent written and verbal communication skills with the ability to simplify complex product features. - Proficiency with Salesforce and at least one project management tool (e.g., Asana, Trello, Jira). - Customer-focused mindset with strong relationship-building skills. - Highly organized with strong attention to detail and follow-through. - Ability to balance multiple migrations simultaneously while maintaining quality and accuracy. - Comfortable working cross-functionally and driving accountability. What You’ll Get In Return: - Be part of a people-first, values-driven organization - Work with innovative global partners and diverse teams - Remote working arrangements - Competitive base salary - Generous paid time off - Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees - Competitive retirement benefits - Access to free posture-based fitness workouts from home - Training and professional development opportunities Company Culture Is At Our Core Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other. - Care for others: Empathy is a key driver. When people thrive, so does the mission. - Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward. - Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next. - Take ownership: Bold choices with integrity at the core—that’s how impact lasts. - Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning. Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai. PRIVACY NOTICE Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

• Supports the implementation and configuration of Microsoft Dynamics 365 solutions. • Works closely with Solution Architects, Functional Leads, and delivery teams. • Translates business requirements into practical system configurations within the Dynamics 365 and Power Platform ecosystem. • Plays a hands-on role in configuring applications, supporting solution design. • Ensures the platform supports scalable business processes. • Contributes to the continued growth of the Customer Engagement (CE) practice by building technical expertise. • Supports internal knowledge sharing and development of reusable solution assets.