Customer Success Manager, Asia

Responsibilities

• 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.
• We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
• 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.
• 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.
• 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.

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