Remote Customer Success Manager

Summary

Join Instructure as a Customer Success Manager in the APAC region, responsible for managing high-value Higher Education customers, developing relationships, understanding client needs, promoting innovation, and improving learning outcomes. Position can be worked remotely anywhere in Australia.

Requirements

• Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder
• Enthusiasm about education and technology with demonstrated technical aptitude
• Executive Presence - track record of networking and influencing an organization at multiple (senior) stakeholder levels
• Familiarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficiently
• Demonstrated ability to communicate, present and influence credibly at multiple levels of an organization
• Excellent interpersonal and eloquent writing skills
• Ability to prioritize, multitask, and perform effectively under pressure
• A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment
• Spoken and written language fluency in English

Responsibilities

• Managing a portfolio of high-value Higher Education customers across the APAC region
• Developing and maintaining meaningful relationships with key stakeholders
• Developing an understanding of key clients’ business drivers and challenges, proactively offering insights and solutions
• Seeking to drive adoption across the institution/company to improve learning outcomes
• Retaining and maximizing revenue opportunities
• Enabling sales through strong collaboration with sales teams
• Serving as a customer advocate by providing feedback to the product and engineering team
• Participating in team projects that support goals and initiatives of the department

Preferred Qualifications

• Experience teaching with Canvas in a K12, Higher Education, Further Education or Corporate environment
• Experience working in higher education, K12, vocational education, or corporate training
• Experience in Customer Success or account management in a SaaS company with deep knowledge of SaaS products and services

Benefits

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