How do I find my Customer Success Manager?

[yorkc1]

I get automated emails from Canvas all the time mentioning some sort of Success Manager. I am the only Canvas administrator at my institution.  I would like to know why this information is so difficult to come by and why it is not clearly shown somewhere when I log into Canvas.  There should be a support link for me to ask questions through, yet if I submit a question it is simply sent back to myself.

I just want to know who my Customer Success Manager is because I have never had any direct communications with anyone at Instructure, and it is extremely frustrating.

[rpsimon]

You might not have a dedicated CSM.  Rather it's a group of a bunch of them and you can speak with any of them.  Do you see their names at the bottom of the email?  Honestly, I don't contact them nearly as often as I contact Canvas Standard Support.

[yorkc1]

There is a Canvas Standard Support?? Where are they hiding this? If I submit a ticket it gets sent to myself as the only Canvas admin of our institution.

Edit:  What email are you referring to?

[Stef_retired · Accepted solution]

Thanks for your comment,  @yorkc1 ‌. A member of your CSM team will be in contact with you directly.

[danlasota]

Stefanie,

Can you have my CSM get in touch with me?

[Stef_retired]

Hi, @danlasota , I'll do some checking and either I or a CSM will follow up with you.

[Stef_retired]

@danlasota By now you should have received an email from your CSM. 🙂

[Jrabalais]

Hello, I'm trying to do the same. We have an old account manager but their email sends me back a failed email and the phone number we have is disconnected. Is there a way I can get connected with a CSM for my institution? @Stef_retired 

[Stef_retired]

@Jrabalais I've sent out a request for the CSM team responsible for your school to contact you.

[Vuven]

Stef, 

I hate to ask, but could you reach out to my CSM and have them contact me? I have a question about the FTE at my school, it has been a bit difficult to figure out who is my current CSM and what my FTE is at my institution. Thanks for your assistance. 

[Chris_Hofer]

@Vuven ...

Stefanie has retired, so you won't be hearing from here any more.  However, I will pass your message on to one of the Community Managers, and hopefully you'll hear from her soon!  Good luck!

[KristinL]

Hi @Vuven - I sent you an email with the information you requested.

[danlasota]

yes, thanks!

[AaronBruhn]

I'd also like to be put in contact with our Customer Success Manager, thank you!

[Stef_retired]

@AaronBruhn I've reached out to your CSM team and have asked them to contact you.

[AshleyWeaver]

Hi Stefanie,

Can you please put us in touch with our Customer Success Manager? The email address given to us could not be delivered - we need updated CSM contact information, including email and a phone number. Thank you!

[Stef_retired]

@AshleyWeaver , I'll send you a private message with the email address for your CSM team.

[AshleyWeaver]

Thank you! Can you also provide a phone number? The phone number we had for our CSM no longer works.

[Stef_retired]

@AshleyWeaver I've provided more information in my follow-up reply to the DM.

[AshleyWeaver]

Thank you! I wrote back in hopes of finding an answer - thank you for your prompt responses, and looking forward to hearing back from you again.

[KTG]

Hi Stefanie,

Can you provide me with contact information for our Customer Success Manager? Our school needs to have the Roll Call Tool enabled for teachers to take attendance for classes, so I would like to reach out to our school's CSM.

Thank you very much,

Scott

[Stef_retired]

Absolutely, @KTG ! I'll send you a private message with that information now.

[GLICCadmin]

Please can you get my Customer success manager to contact me too. 

[Stef_retired]

We've reached out to your CSM on your behalf.

[BobKrieger]

I've had a serious trouble ticket active since the beginning of the week and was told my Customer Success Manager would contact me. As of now, NOTHING!!!
My students cannot login to the app and I NEED to get this resolved! Please have whomever the CSM is contact me ASAP!!!

[joshkraemer]

@Stef_retired Can you send me the contact info for our CSM? I believe our previous CSM has left Instructure. Thanks!

[Chris_Hofer]

@joshkraemer ...

I'll see if I can get one of the other Community Managers to contact you directly.  Stefanie has retired, so you won't be seeing a response from her.