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.

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 Asia 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.
• Fluency in English is required. Fluency in one or more additional APAC languages, such as Tagalog, Cantonese, Mandarin, Malay, Japanese or Bahasa Indonesia, is desirable but not essential.