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Instructure is seeking a Customer Success Manager to own the customer relationship across a portfolio of education customers in Australia and New Zealand. You will act as a trusted advisor, helping customers realize measurable value from the Instructure ecosystem and achieve their strategic goals.
Key responsibilities include: partnering with education sector customers to understand their priorities and build strategic, multi-threaded relationships across their organizations; developing deep understanding of each customer's business drivers and translating these into clear success plans with measurable outcomes; driving adoption and value realization across the Instructure product ecosystem; owning customer renewal readiness by proactively identifying risk and sentiment changes; identifying and qualifying growth opportunities aligned to customer priorities in partnership with Sales; leading strategic planning sessions, value reviews, and executive conversations; coordinating across Support, Services, Product, and Sales teams to resolve customer challenges; advocating for customers by providing feedback to Product and Engineering; maintaining visibility of customer strategy, risk, and opportunities through CRM systems; and contributing to cross-functional initiatives improving Customer Success operations in APAC.
Ideal candidates bring strong empathy and curiosity with ability to understand customer needs and communicate complex topics authentically; demonstrated ownership and accountability; commercial awareness and confidence discussing customer value and renewal risk; experience building trusted relationships across multiple stakeholder levels including executives; strategic thinking combined with operational discipline for portfolio management; sound judgment and prioritization skills; clear written and verbal English communication; enthusiasm for education and technology with demonstrated technical aptitude; experience with CRM, Customer Success, or project management tools; results-driven mindset with willingness to learn and collaborate; and ideally 2-4 years of experience in Customer Success, Account Management, or related customer-facing SaaS roles, preferably in Educational Technology. Experience in education or EdTech is highly regarded.
Instructure offers competitive compensation with ownership program participation, flexible work culture with remote/hybrid/in-office options, generous time off including annual recharge period, comprehensive wellness and mental health support, learning and development resources including tuition reimbursement, necessary technology and tools, and an inclusive, supportive culture.
