Customer Success Manager, APAC

Job description

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: Customer Success Manager, APAC Customer Success Managers are part of Instructure’s Customer Success team and act as trusted partners to our customers. In this role, you’ll own the customer relationship across a portfolio of education customers in Asia, helping them realise measurable value from the Instructure ecosystem, achieve their strategic goals, and build a strong foundation for long-term success. You’ll take a consultative, proactive approach: understanding each customer’s priorities, bringing structure to their success journey, identifying risk early, supporting renewal readiness, and recognising opportunities for growth. Success in this role is measured through customer outcomes, value realisation, strong relationships, retention, and growth. AS A CSM YOU WILL BE: - Partnering with customers across Australia and New Zealand in the Education sector, acting as a trusted advisor and taking ownership of the overall customer relationship and outcomes. - Building strategic, multi-threaded relationships across customer organisations, including champions, decision-makers and executive stakeholders. - Developing a deep understanding of each customer’s strategic priorities, business drivers and challenges, and translating these into clear success plans, measurable outcomes and value. - Driving adoption and value realisation across the Instructure ecosystem, helping customers use our products and services to achieve their institutional goals. - Owning customer renewal readiness and confidence, proactively identifying risk, changes in sentiment and barriers to long-term success well ahead of renewal. - Identifying, qualifying and progressing growth opportunities aligned to customer priorities, partnering closely with Sales and Renewals to support expansion. - Leading purposeful customer engagements including strategic planning, value reviews and executive conversations, with clear outcomes and next steps. - Coordinating effectively across Support, Services, Product, Sales and other internal teams to resolve customer challenges and progress customer outcomes. - Advocating for customers by providing meaningful insight and feedback to Product and Engineering that helps improve the customer experience and our solutions. - Maintaining clear visibility of customer strategy, risk, opportunities, actions and next steps through disciplined use of our Customer Success systems and processes. - Contributing to cross-functional initiatives that improve the way Customer Success operates across APAC. IDEALLY, YOU WILL HAVE: - Strong empathy and curiosity, with the ability to understand customer needs and communicate complex topics in an authentic, practical and relatable way. - A strong sense of ownership and accountability, with the ability to identify what needs to happen, form a clear recommendation and drive actions through to an outcome. - Commercial awareness and confidence discussing customer value, renewal risk and growth opportunities. - Experience building trusted relationships across multiple stakeholder levels, including senior and executive stakeholders. - Strong strategic thinking combined with the operational discipline required to manage a portfolio of customers effectively. - Sound judgement and prioritisation skills, with the ability to focus effort where it will have the greatest customer and commercial impact. - Clear and concise written and verbal English communication skills, with the ability to adapt your communication style to different audiences. - Enthusiasm for education and technology, with demonstrated technical aptitude and an ability to learn new products and concepts quickly. - Experience using CRM, Customer Success or project management tools to manage customer activity, workflows and portfolio visibility. - A results-driven mindset and a willingness to learn, collaborate and operate effectively in a dynamic environment. - Experience in education or Educational Technology would be highly regarded. - At least 2-4 years of experience in Customer Success, Account Management or a related customer-facing SaaS role, ideally within Educational Technology. 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.