Customer Success Manager
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Job Description
Customer Success Manager guiding Australia and New Zealand education customers to adopt Instructure’s learning technology. Driving measurable value, renewals, retention, and expansion across APAC.
Responsibilities:
- Own customer relationships across a portfolio of education customers in Asia
- Partner with customers across Australia and New Zealand in the Education sector
- Act as a trusted advisor and own overall customer relationships and outcomes
- Build strategic, multi-threaded relationships with champions, decision-makers, and executive stakeholders
- Understand customer priorities, business drivers, and challenges
- Develop success plans, measurable outcomes, and value strategies
- Drive product adoption and value realisation across the Instructure ecosystem
- Own renewal readiness and confidence while identifying risks and barriers to long-term success
- Identify, qualify, and progress growth opportunities with Sales and Renewals
- Lead strategic planning, value reviews, and executive customer engagements
- Coordinate with Support, Services, Product, Sales, and other internal teams
- Advocate for customers by sharing insight and feedback with Product and Engineering
- Maintain customer strategy, risk, opportunities, actions, and next steps in Customer Success systems
- Contribute to cross-functional initiatives improving Customer Success operations across APAC
Requirements:
- Strong empathy and curiosity
- Ability to understand customer needs and communicate complex topics authentically and practically
- Strong ownership and accountability
- Ability to form clear recommendations and drive actions through to outcomes
- Commercial awareness and confidence discussing customer value, renewal risk and growth opportunities
- Experience building trusted relationships with multiple stakeholder levels, including senior and executive stakeholders
- Strong strategic thinking and operational portfolio-management discipline
- Sound judgement and prioritisation skills
- Clear and concise written and verbal English communication skills
- Enthusiasm for education and technology
- Demonstrated technical aptitude and ability to learn new products and concepts quickly
- Experience using CRM, Customer Success, or project management tools
- Results-driven mindset and willingness to learn, collaborate, and operate in a dynamic environment
- Experience in education or Educational Technology 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
- Must pass a background check
- Candidates may be asked to verify legal name, current physical location, valid contact number, and residential address
Benefits:
- Competitive compensation
- Full-time employee ownership program
- Flexible work culture
- Generous time off, including local holidays and annual “Dim the Lights” period
- Comprehensive wellness programs and mental health support
- Learning and development resources
- Professional development tools
- Tuition reimbursement
- Technology and tools needed to do the work
- Motivosity employee recognition program
- Inclusive, supportive culture
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