Customer Success Manager

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure on 2024-07

Education • SaaS • B2B

Instructure is an education-technology company that builds cloud-based learning and assessment platforms, best known for Canvas LMS. It provides an integrated ecosystem of SaaS products and services — including learning management, standards-aligned assessment (Mastery), credentialing and records (Parchment), analytics, and tools for K–12, higher education, and business/government training. Instructure focuses on student success, partner integrations, and scalable solutions for institutions and organizations to deliver, assess, and credential learning.

📋 Description

• 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