Customer Success Manager Job at Instructure

Customer Success Manager

Instructure

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Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Customer Success Managers, as part of the Customer Experience team at Instructure, are strategic partners who provide value to our customers by forging strong relationships through a consultative approach. They drive long-term success by maintaining a deep understanding of their customers' strategies, industry and sector trends, and the Instructure ecosystem. They ensure that our customers grow and achieve their goals with our products.

Job Responsibility:

Partnering with high-value customers across Asia 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

Nice to have:

Experience working with customers across APAC markets
familiarity with the Philippines education sector and/or Tagalog/Filipino language skills is a plus

What we offer:

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

Additional Information:

Job Posted:
January 05, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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