Customer Success Manager

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

📋 Description

• Manage the customer relationship for a portfolio of educational clients in Asia.

• Assist customers in realizing quantifiable value from the Instructure ecosystem and reaching their strategic objectives.

• Establish a solid foundation for the long-term success of customers.

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

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

• Comprehend customer priorities, business drivers, and challenges.

• Convert customer needs into success plans, measurable outcomes, and value propositions.

• Promote product and service adoption while ensuring value realization.

• Take ownership of renewal readiness and build customer confidence.

• Identify risks, shifts in sentiment, and obstacles to long-term success.

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

• Lead strategic planning sessions, value reviews, and executive discussions.

• Coordinate with Support, Services, Product, Sales, and various internal teams.

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

• Maintain visibility into customer strategy, risks, opportunities, actions, and next steps using Customer Success systems.

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

⛳️ Requirements

• Strong empathy and curiosity towards customer needs.

• Capability to comprehend customer requirements and convey complex topics in an authentic, practical, and relatable manner.

• Demonstrated ownership and accountability in tasks.

• Ability to formulate clear recommendations and drive actions to successful outcomes.

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

• Experience in building trusted relationships across various levels of stakeholders, including senior and executive personnel.

• Strong strategic thinking abilities coupled with operational discipline.

• Sound judgment and prioritization skills.

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

• Passion for education and technology.

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

• Experience using CRM, Customer Success, or project management tools.

• Results-oriented mindset with a readiness to learn, collaborate, and function effectively in a dynamic environment.

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

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

• Fluency in English is mandatory.

• Proficiency in one or more additional APAC languages, such as Tagalog, Cantonese, Mandarin, Malay, Japanese, or Bahasa Indonesia, is desirable but not essential.

• Must successfully pass a background check.

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

🏝️ Benefits

• Competitive salary package.

• Full-time employees can participate in the ownership program.

• Flexible work environment.

• Generous time off policy, including local holidays and the annual “Dim the Lights” period in late December.

• Comprehensive wellness programs along with mental health support.

• Access to learning and development resources.

• Tools for professional development.

• Tuition reimbursement programs.

• Necessary technology and tools to excel in your role.

• Motivosity employee recognition initiative.

• An inclusive and supportive culture that fosters meaningful connections.