Customer Success & Instructional Design Coordinator

Job summary

The role involves bridging the gap between pedagogy and technology by supporting professors with platform implementation, course design, and technical setup. You will also manage customer relationships to ensure user success, drive renewals, and identify opportunities for account expansion.

Job details

Base Salary: $45,000–$65,000 CAD + Opportunity for Commission ABOUT KRITIK Kritik is a fast-growing EdTech company helping higher education institutions improve student engagement, critical thinking, peer feedback, and academic accountability. Our platform combines Kritik360, our peer assessment and experiential learning solution, with VisibleAI, our AI transparency and authorship technology. Together, they help professors create more meaningful learning experiences while giving students greater ownership over their work. We work with professors and institutions across North America and are looking for someone passionate about higher education, customer success, and instructional design to help our customers get the most out of Kritik. ABOUT THE ROLE We’re looking for a Customer Success & Instructional Design Coordinator who can bridge the gap between pedagogy, technology, customer success, and account growth. This is a highly cross-functional role where you’ll work directly with professors to understand their courses, help them successfully implement Kritik, recommend effective assignment and course designs, and support them throughout the customer lifecycle. You’ll become a trusted resource for instructors by helping them determine how Kritik can best fit into their teaching, identifying ways to improve their experience, and ensuring they continue seeing value semester after semester. You’ll also collaborate closely with our Customer Success, Sales, Product, and leadership teams through a team-selling approach, helping identify opportunities to expand existing accounts and introduce Kritik to additional professors, courses, or departments. WHAT YOU’LL DO Kritik’s business is seasonal and follows school-year calendars. At different times of the year, you may be responsible for a combination of the following: • Support professors through onboarding, implementation, adoption, and renewal, including platform walkthroughs and training sessions • Provide instructional design support by understanding instructors’ courses and recommending assignments, activities, rubrics, and implementation strategies • Assist with LMS integrations, course setup, and other technical implementation needs • Manage customer relationships through regular follow-ups to ensure a strong user experience and continued use of Kritik in future semesters • Support professors and students via live chat, email, and other customer support channels • Identify opportunities for renewals, account expansion, and additional product adoption as part of Kritik’s team-selling approach • Create and improve customer-facing resources, training materials, documentation, and internal Customer Success processes • Share customer feedback, recurring issues, and feature requests with internal teams to help improve the product and overall customer experience • Assist with training and onboarding new hires as needed WHAT WE’RE LOOKING FOR Bachelor’s degree in Instructional Design, Education, Educational Technology, Learning Sciences, or a related field preferred Experience in Customer Success, instructional design, education, EdTech, customer support, account management, or another customer-facing role Strong understanding of teaching, learning, and instructional design principles Excellent written and verbal communication skills Confidence working directly with professors, instructors, and other higher education stakeholders Ability to understand a customer’s goals and translate them into practical recommendations Strong relationship-building, organizational, and problem-solving skills Comfortable learning new technology and explaining it clearly to others Ability to manage multiple customers, projects, and priorities at once Self-motivated and comfortable working with a high level of autonomy Resourceful, adaptable, and solutions-oriented Comfortable working in a fast-paced startup environment where responsibilities can evolve as the company grows WE’D ESPECIALLY LOVE TO MEET YOU IF You have experience working directly with professors or higher education institutions You have worked in Customer Success within a SaaS or EdTech company You have experience designing assignments, assessments, rubrics, or other instructional materials You have experience with LMS platforms and integrations You can analyze customer or course data and turn it into actionable recommendations You have experience supporting renewals, upsells, account expansion, or team-based selling You have experience training or onboarding new team members You enjoy both the relationship-building side of Customer Success and the pedagogical/problem-solving side of Instructional Design You’re genuinely interested in improving the way students learn and helping educators adopt new approaches to teaching COMPENSATION & GROWTH The base salary for this position is $45,000–$65,000 CAD, depending on experience and qualifications. There is also an opportunity to earn additional commission through customer growth, renewals, expansion opportunities, and other revenue-generating activities associated with the role. For candidates bringing particularly strong experience across Customer Success, higher education, instructional design, account management, or EdTech, there may be flexibility to consider compensation above the stated base range. As Kritik continues to grow, there will be significant opportunities to take on greater ownership and develop within Customer Success, Instructional Design, Account Management, and other areas of the organization. WHY KRITIK At Kritik, you’ll have the opportunity to work directly with educators and help shape how technology is used inside university classrooms. Because we’re a growing company, you’ll have significant ownership over your work. You’ll have the opportunity to improve processes, influence the product roadmap through customer insights, contribute to revenue growth, train future team members, build stronger customer experiences, and grow alongside the company. We’re looking for someone who doesn’t just want to follow an established Customer Success playbook — we want someone who can help us make it better. Kritik welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

What you’ll do

The role involves bridging the gap between pedagogy and technology by supporting professors with platform implementation, course design, and technical setup. You will also manage customer relationships to ensure user success, drive renewals, and identify opportunities for account expansion.

Requirements

Candidates should have a background in instructional design, education, or customer success, ideally within the EdTech or SaaS sectors. Strong communication skills and the ability to work directly with higher education stakeholders are essential for this role.

Listed skills

• Problem solving · Preferred
• Project management · Preferred
• Data analysis · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Success
• Instructional Design
• EdTech
• Higher Education
• Account Management
• Pedagogy
• LMS Integrations
• Relationship Building
• Technical Implementation
• Training
• Communication Skills
• Problem Solving
• SaaS
• Project Management
• Data Analysis

Job areas

• Customer Service & Support
• Education
• Software
• Sales
• Technology