APAC Customer Success Manager - HiEd

Customer Success Managers, as part of the Customer Experience team at Instructure, are strategic partners who provide value to our customers by forging strong relationships through a consultative approach. They drive long-term success by maintaining a deep understanding of their customers' strategies, industry and sector trends, and the Instructure ecosystem. They ensure that our customers grow and achieve their goals with our products.

What you will do

• Partnering with high-value customers across Australia and New Zealand in the Higher Education Sector. 
• Building and nurturing meaningful relationships with key customer stakeholders to ensure alignment with their desired outcomes. 
• Developing an understanding of key customer business drivers and challenges, and proactively offering tailored solutions through effective use of Instructure’s products services to promote innovation and best practice. 
• Driving customer adoption of Instructure solutions to enhance business outcomes and overall customer satisfaction. 
• Retaining and maximising revenue opportunities through strategic engagement and by understanding customer context, challenges, and solutions. 
• Collaborating closely with the sales team to drive customer growth and facilitate pipeline generation. 
• Advocating for customers by providing valuable feedback to the product and engineering teams; facilitating platform improvements that better solve our customer’s challenges.
• Participating in cross-functional projects that support goals and initiatives of the Customer 

What you will need to know/have

• Empathy and the ability to understand customer needs and explain complex issues in authentic and relatable terms. 
• Enthusiasm about education and technology with demonstrated technical aptitude.
• Ability to network and influence across multiple senior stakeholder levels within organisation. 
• Clear and concise verbal and written communication skills and the ability to adapt tone according to the stakeholder. 
• Familiarity with CRM and project management tools and the ability to craft workflows enhance operational efficiencies using a variety of too
• Strong capacity to prioritise tasks and perform effectively under pressure in a dynam environment. 
• A results-driven mindset, characterised by a commitment to learning and collaborating in a dynamic, fast-paced environment. 
• Minimum of 4 years experience in either Education (ideally Higher Education) OR in Customer Success or Account Management (ideally EdTech), with a strong understanding of SaaS products and services.