Customer Success Manager

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 Thats Where You Come In

Customer Success Managers, as part of the Customer Experience team at Instructure, are strategic partners who provide value to our customers by forging strong relationships through a consultative approach. They drive long-term success by maintaining a deep understanding of their customers strategies, industry and sector trends, and the Instructure ecosystem. They ensure that our customers grow and achieve their goals with our products.

What You Will Be Doing

• Partnering with high-value customers across Asia in the Education Sector
• Building and nurturing meaningful relationships with key customer stakeholders to ensure alignment with their desired outcomes
• Developing an understanding of key customer business drivers and challenges, and proactively offering tailored solutions through effective use of Instructure’s products and services to promote innovation and best practice
• Driving customer adoption of Instructure solutions to enhance business outcomes and overall customer satisfaction
• Retaining and maximizing revenue opportunities through strategic engagement and by understanding customer context, challenges, and solutions
• Collaborating closely with the sales team to drive customer growth and facilitate pipeline generation
• Advocating for customers by providing valuable feedback to the product and engineering teams; facilitating platform improvements that better solve customers’ challenges
• Participating in cross-functional projects that support goals and initiatives of the Customer Experience team
  
  

Here’s What You Will Need To Know/have

• Empathy and the ability to understand customer needs and explain complex issues in authentic and relatable terms
• Enthusiasm about education and technology, with demonstrated technical aptitude
• Ability to network and influence across multiple senior stakeholder levels within an organisation
• Clear and concise verbal and written communication skills, with the ability to adapt tone according to the stakeholder
• Familiarity with CRM and project management tools, and the ability to craft workflows to enhance operational efficiencies using a variety of tools
• Strong capacity to prioritise tasks and perform effectively under pressure in a dynamic environment
• A results-driven mindset, characterised by a commitment to learning and collaborating in a dynamic, fast-paced environment
• A background in education, ideally within the Education sector, bringing valuable insights to the role
• Minimum of 4 years’ experience in Customer Success or account management in a SaaS company (ideally Educational Technology), with deep knowledge of SaaS products and services
• Experience working with customers across APAC markets; familiarity with the Philippines education sector and/or Tagalog/Filipino language skills is a plus.
  
  

Get in on all the awesome at Instructure!

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, heres a general idea of what you can expect
• 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 company-wide “Dim the Lights” week in late December, when we encourage everyone to step back and recharge
• 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.

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