Customer Success Manager, Asia

About the role

Customer Success Managers act as trusted partners to education customers in Asia, helping them realize measurable value from the Instructure ecosystem. You will own the customer relationship, proactively identifying risks, supporting renewal readiness, and recognizing opportunities for growth. This role requires a consultative approach to help customers achieve their strategic goals and build a foundation for long-term success.

Responsibilities

• Partnering with customers across Asia in the Education sector, acting as a trusted advisor and taking ownership of the overall customer relationship and outcomes.
• Building strategic, multi-threaded relationships across customer organisations, including champions, decision-makers and executive stakeholders.
• Developing a deep understanding of each customer’s strategic priorities, business drivers and challenges, and translating these into clear success plans, measurable outcomes and value.
• Driving adoption and value realisation across the Instructure ecosystem, helping customers use our products and services to achieve their institutional goals.
• Owning customer renewal readiness and confidence, proactively identifying risk, changes in sentiment and barriers to long-term success well ahead of renewal.
• Identifying, qualifying and progressing growth opportunities aligned to customer priorities, partnering closely with Sales and Renewals to support expansion.
• Leading purposeful customer engagements including strategic planning, value reviews and executive conversations, with clear outcomes and next steps.
• Coordinating effectively across Support, Services, Product, Sales and other internal teams to resolve customer challenges and progress customer outcomes.

Required skills

• Customer Success
• Account Management
• SaaS
• CRM
• Project management
• English communication

Nice to have

• Education technology
• Tagalog
• Cantonese
• Mandarin
• Malay
• Japanese
• Bahasa Indonesia

Qualifications

• At least 2-4 years of experience in Customer Success, Account Management or a related customer-facing SaaS role

Benefits

• Ownership program
• Flexible work culture
• Generous time off
• Wellness programs
• Mental health support
• Learning and development resources
• Tuition reimbursement
• Motivosity employee recognition program

About the Company

Instructure creates intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.