Customer Success Manager (APAC) | Remote, Australia based

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.

CANDIDATE MUST RESIDE IN AUSTRALIA, BUT POSITION CAN BE WORKED REMOTELY ANYWHERE IN AUSTRALIA

What you will be doing:

• Partnering with high-value customers across Australia and New Zealand in the Higher 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 maximising 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 our customer’s challenges.

• Participating in cross-functional projects that support goals and initiatives of the Customer Experience team.

What you will need to know/have:

• 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 and 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 in the Higher-Education sector, bringing your valuable insights to the role. 

• Minimum of 4 years Experience in Customer Success or account management in a SaaS company (ideally Educational Technology) with a deep knowledge of SaaS products and services.

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

All Instructure employees are required to successfully pass a background check upon being hired.