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Instructure is seeking a Customer Success Manager to own the customer relationship across a portfolio of education customers in Asia. You'll act as a trusted partner, helping customers realize measurable value from the Instructure ecosystem and achieve their strategic goals.
Key responsibilities include: partnering with education sector customers across Asia as a trusted advisor; building strategic, multi-threaded relationships with champions, decision-makers, and executive stakeholders; developing deep understanding of each customer's strategic priorities and translating these into clear success plans with measurable outcomes; driving adoption and value realization across the Instructure product ecosystem; owning customer renewal readiness and proactively identifying risk; identifying and qualifying growth opportunities aligned to customer priorities; leading strategic planning sessions and executive conversations; coordinating across Support, Services, Product, and Sales teams; advocating for customers by providing feedback to Product and Engineering; maintaining visibility through Customer Success systems; and contributing to cross-functional APAC initiatives.
Ideal candidates bring strong empathy and curiosity with ability to understand customer needs and communicate complex topics authentically. You should demonstrate ownership and accountability, commercial awareness around customer value and renewal risk, and experience building trusted relationships across multiple stakeholder levels. Strategic thinking combined with operational discipline for portfolio management is essential. You need clear written and verbal English communication skills adaptable to different audiences, enthusiasm for education and technology, technical aptitude, and proficiency with CRM and Customer Success tools.
Required: 2-4 years of Customer Success, Account Management, or related customer-facing SaaS experience, ideally in EdTech. Fluency in English is required; fluency in additional APAC languages (Tagalog, Cantonese, Mandarin, Malay, Japanese, Bahasa Indonesia) is desirable. Experience in education or EdTech is highly regarded.
Instructure offers competitive compensation with ownership program participation, flexible work culture, generous time off including annual "Dim the Lights" period in December, comprehensive wellness programs and mental health support, learning and development resources including tuition reimbursement, necessary technology and tools, and an inclusive, supportive culture.
