Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Manage customer relationships across a diverse portfolio of educational clients in Asia.

• Collaborate with clients in the Education sector throughout Australia and New Zealand.

• Serve as a trusted advisor, overseeing overall customer relationships and results.

• Establish strategic, multi-faceted relationships with champions, decision-makers, and executive stakeholders.

• Comprehend customer priorities, business drivers, and challenges.

• Create success plans, measurable outcomes, and value strategies.

• Foster product adoption and value realization within the Instructure ecosystem.

• Ensure renewal preparedness and confidence while identifying risks and obstacles to long-term success.

• Identify, qualify, and advance growth opportunities in collaboration with Sales and Renewals.

• Lead strategic planning, value assessments, and executive customer interactions.

• Collaborate with Support, Services, Product, Sales, and other internal teams.

• Advocate for customers by providing insights and feedback to Product and Engineering teams.

• Maintain customer strategy, risks, opportunities, actions, and next steps in Customer Success systems.

• Contribute to cross-functional initiatives aimed at enhancing Customer Success operations across APAC.

⛳️ Requirements

• Demonstrated empathy and curiosity.

• Ability to grasp customer needs and convey complex subjects in an authentic and practical manner.

• Strong sense of ownership and accountability.

• Capability to formulate clear recommendations and drive actions to achieve outcomes.

• Commercial awareness and confidence in discussing customer value, renewal risks, and growth opportunities.

• Experience in cultivating trusted relationships across various stakeholder levels, including senior and executive representatives.

• Strong strategic thinking and disciplined operational portfolio management.

• Sound judgment and prioritization abilities.

• Clear and concise written and verbal communication skills in English.

• Passion for education and technology.

• Proven technical aptitude and the ability to quickly learn new products and concepts.

• Familiarity with CRM, Customer Success, or project management tools.

• Results-oriented mindset, with a willingness to learn, collaborate, and thrive in a dynamic environment.

• Experience in the education sector or Educational Technology is highly valued.

• A minimum of 2–4 years in Customer Success, Account Management, or a related customer-facing SaaS role, preferably within Educational Technology.

• Must successfully pass a background check.

• Candidates may be required to verify legal name, current physical location, valid contact number, and residential address.

🏝️ Benefits

• Competitive compensation.

• Full-time employee ownership program.

• Flexible work culture.

• Generous time off, including local holidays and an annual “Dim the Lights” period.

• Comprehensive wellness programs and mental health support.

• Access to learning and development resources.

• Professional development tools.

• Tuition reimbursement.

• Necessary technology and tools to perform the job effectively.

• Motivosity employee recognition program.

• Inclusive and supportive culture.