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Instructure is seeking a Customer Success Associate to support its APAC customer base. In this role, you will work closely with Customer Success Managers to drive retention and revenue expansion across the APAC region, which spans multiple countries and time zones.
Your responsibilities will include:
- Collaborating with CSMs, Sales, and Renewals teams to increase market share within the existing account base
- Preparing detailed reports and impactful presentations to support strategic customer meetings
- Coordinating internally to resolve complex customer questions, requests, and escalations, then reporting resolutions back to CSMs
- Analyzing regional, country, and customer-specific data to identify trends and opportunities for proactive growth strategies
- Staying current with product updates and communicating new developments to the CSM team
- Developing and deploying digital campaigns, including response templates for frequently asked customer questions
- Maintaining data accuracy in Gainsight and Salesforce for customer engagement tracking and playbook management
- Supporting the creation and maintenance of APAC-specific Customer Success playbook documentation
- Helping develop and execute action plans based on customer feedback and survey data
You will be the operational backbone supporting CSMs across the APAC region, enabling them to focus on strategic customer relationships while you handle coordination, analysis, and administrative excellence.
REQUIREMENTS:
- Bachelor's degree
- Outstanding written and verbal communication skills
- Ability to set clear expectations and manage issues to resolution
- Strong organizational skills and ability to prioritize in a dynamic environment
- Collaborative mindset with effective use of internal and external resources
- Creative and analytical problem-solving abilities
- Customer-facing experience in the software industry
- Ability to work APAC business hours
- Preferred: experience and knowledge in the education sector; familiarity with Instructure products
