Customer Success Manager

About the Role

• You will be 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 maximising 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 our customer’s challenges.
• Participating in cross-functional projects that support goals and initiatives of the Customer Experience team.

About You

• Ideally you will possess 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 and 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 in the Education sector, bringing your valuable insights to the role.
• Minimum of 4 years Experience in Customer Success or account management in a SaaS company (ideally Educational Technology) with a deep knowledge of SaaS products and services.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.