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 career. We do this by giving smart, creative, passionate people opportunities to create awesome. And that’s where you come in!
Customer Success is absolutely vital to our long-term success and profitability, and to helping our customers achieve their goals. Customer Success Managers at Instructure maintain customer satisfaction and deepen adoption through consultative approaches, problem-solving and providing resources and strategies that support customers as they grow with Instructure’s products. The APAC CS team is collaborative, actively support one another, strive for positive customer focused outcomes and enjoy the opportunity to further the educational needs of our customer base.

What you will be doing:
  • Managing a portfolio of high-value customers in the Philippines and across APAC
  • Developing and maintaining meaningful relationships with key stakeholders
  • Developing an understanding of key clients’ business drivers and challenges, proactively offering insights and solutions to meet those needs through effective use of Instructure product and service offerings, promoting innovation and best practice
  • Seeking to drive adoption across the institution/company to improve learning outcomes
  • Retaining and maximising revenue opportunities
  • Enabling sales through strong collaboration with sales teams
  • Serving as a customer advocate by providing feedback to the product and engineering team to improving the platform and better solve our customer’s challenges
  • Participating in team projects that support goals and initiatives of the department.

Here is what you will need to know/have:
  • Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder
  • Enthusiasm about education and technology with demonstrated technical aptitude
  • Executive Presence – track record of networking and influencing an organisation at multiple (senior) stakeholder levels
  • Familiarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficiently
  • Demonstrated ability to communicate, present and influence credibly at multiple levels of an organisation
  • Excellent interpersonal and eloquent writing skills
  • Ability to prioritise, multitask, and perform effectively under pressure
  • A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment
  • Excellent interpersonal and eloquent writing skills; expertise in one or more Asian languages is considered a bonus

Ideally You’ll Also Know/Have
  • Experience teaching with Canvas in a K12, Higher Education, Further Education or Corporate environment
  • Experience working in higher education, K12, vocational education, or corporate training
  • Experience in Customer Success or account management in a SaaS company with deep knowledge of SaaS products and services

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