客户成功经理，亚洲
Customer Success Manager, Asia
在Instructure，我们相信人们在一生中不断成长和成功的潜力。我们的目标是通过创造直观的产品，简化学习和个人发展，促进有意义的人际关系，并激励人们在教育和职业道路上走得更远。
我们通过为聪明、有创意、充满热情的人提供创造卓越的机会来实现这一目标。而这就是你的机会：
客户成功经理是Instructure客户成功团队的一部分，作为客户的可信赖合作伙伴。
在这个职位上，你将负责亚洲教育客户组合的客户关系，帮助他们从Instructure生态系统中实现可衡量的价值，达成战略目标，并为长期成功打下坚实基础。你将采取咨询式、主动的方式：了解每个客户的需求，为其成功旅程带来结构，及早识别风险，支持续约准备，并发现增长机会。此职位的成功将通过客户成果、价值实现、牢固的关系、留存率和增长来衡量。
作为客户成功经理，你将：
- 与亚洲教育行业的客户合作，作为值得信赖的顾问，对整体客户关系和成果负责。
- 在客户组织内部建立战略性、多线程的关系，包括支持者、决策者和高管利益相关者。
- 深入了解每个客户的战略重点、业务驱动因素和挑战，并将其转化为清晰的成功计划、可衡量的成果和价值。
- 推动Instructure生态系统的采用和价值实现，帮助客户使用我们的产品和服务来实现机构目标。
- 负责客户的续约准备和信心，提前识别风险、情绪变化和长期成功障碍。
- 识别、评估并推进符合客户优先事项的增长机会，与销售和续约团队紧密合作以支持扩展。
- 领导有针对性的客户互动，包括战略规划、价值回顾和高管对话，明确结果和下一步行动。
- 有效协调支持、服务、产品、销售和其他内部团队，解决客户问题并推进客户成果。
- 倡导
查看英文原文
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
Customer Success Managers are part of Instructure’s Customer Success team and act as trusted partners to our customers.
In this role, you’ll own the customer relationship across a portfolio of education customers in Asia, helping them realise measurable value from the Instructure ecosystem, achieve their strategic goals, and build a strong foundation for long-term success. You’ll take a consultative, proactive approach: understanding each customer’s priorities, bringing structure to their success journey, identifying risk early, supporting renewal readiness, and recognising opportunities for growth. Success in this role is measured through customer outcomes, value realisation, strong relationships, retention, and growth.
As a CSM you will be:
- 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.
- Advocating for customers by providing meaningful insight and feedback to Product and Engineering that helps improve the customer experience and our solutions.
- Maintaining clear visibility of customer strategy, risk, opportunities, actions and next steps through disciplined use of our Customer Success systems and processes.
- Contributing to cross-functional initiatives that improve the way Customer Success operates across APAC.
Ideally, you will have:
- Strong empathy and curiosity, with the ability to understand customer needs and communicate complex topics in an authentic, practical and relatable way.
- A strong sense of ownership and accountability, with the ability to identify what needs to happen, form a clear recommendation and drive actions through to an outcome.
- Commercial awareness and confidence discussing customer value, renewal risk and growth opportunities.
- Experience building trusted relationships across multiple stakeholder levels, including senior and executive stakeholders.
- Strong strategic thinking combined with the operational discipline required to manage a portfolio of customers effectively.
- Sound judgement and prioritisation skills, with the ability to focus effort where it will have the greatest customer and commercial impact.
- Clear and concise written and verbal English communication skills, with the ability to adapt your communication style to different audiences.
- Enthusiasm for education and technology, with demonstrated technical aptitude and an ability to learn new products and concepts quickly.
- Experience using CRM, Customer Success or project management tools to manage customer activity, workflows and portfolio visibility.
- A results-driven mindset and a willingness to learn, collaborate and operate effectively in a dynamic environment.
- Experience in education or Educational Technology would be highly regarded.
- At least 2-4 years of experience in Customer Success, Account Management or a related customer-facing SaaS role, ideally within Educational Technology.
- Fluency in English is required. Fluency in one or more additional APAC languages, such as Tagalog, Cantonese, Mandarin, Malay, Japanese or Bahasa Indonesia, is desirable but not essential.
Get in on all the awesome at Instructure!
We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
- Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
- Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
- Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
- Comprehensive wellness programs and mental health support
- Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
- The technology and tools you need to do your best work
- Motivosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.