APAC Customer Success Manager - HiEd Australia COGS – Customer Success / Full-time / Remote 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. EOE Veteran/Disability