Customer Success Manager
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Job Description
Customer Success Manager driving customer adoption and satisfaction for education solutions. Building relationships with stakeholders across Australia & New Zealand within the Customer Experience team.
Responsibilities:
- Partnering with high-value customers across Australia & New Zealand 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
Requirements:
- 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
Benefits:
- 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
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