Customer Success is absolutely vital to our long-term success and profitability, helping our

customers achieve their goals. Customer Success Managers at Instructure maintain customer

satisfaction and deepen adoption through consultative approaches, problem-solving and

providing resources and strategies that support customers as they grow with Instructure’s

products.

As a Manager of CSMs, you will be responsible for driving results of a Customer Success Team.

Managers are expected to work with teams to ensure customer retention, identify trends within

the market to grow accounts and coach CSMs on providing an exceptional customer experience.

Goals will be focused on NRR, Pipeline Generation, Bookings Attainment, CSAT and other

significant KPIs. As a Manger of CSMs you will play a key role in developing CSMs and driving a

strong team culture.

As the Manager, Customer Success Management, you will be the primary operational and process leader, informing and improving the CSM practice, including:

Helping each team member maintain focus on priorities and achieve high quality outcomes for the team and customer base

Actively supporting the task of balancing team member workload

Owning the escalation of customer needs and issues

Coordination of process improvement for CSM team

Support the establishment of sales methodology to enhance the Xsell / Upsell motion and the generation of Pipeline across the CSM team

Ensure forecasting is performed regularly and in a considered manner to increase renewal rate

Support the team to ensure the successful attainment of key CSM measurements:

Pipeline Generation

Renewal Rate

Non Renewal Bookings Targets

Encouraging and supporting team members to develop their skills and operate interdependently (autonomous yet empowered and independent)

Connecting and collaborating with other leaders within APAC CS and across Instructure

Connect and collaborate with leaders across the global CS & Renewals team and stay up to date with global initiatives happening both within CX and across the business.

You will be expected to work to exemplify the characteristics of an effective manager, who:

Is a good coach

Empowers team and does not micromanage

Creates an inclusive team environment,showing concern for success and wellbeing

Is productive and results-oriented

Is a good communicator – listens and shares information

Supports career development and discusses performance

Has a clear vision/strategy for the team

Has key technical skills to help advise the team

Is a strong decision maker

You will demonstrate work at the level expected of a Senior CSM:

Consistently performing at the highest level as a CSM – modelling exemplary practice in the ownership of customer adoption of our products, driving meaningful relationships with customers, and helping to deliver outstanding experiences.

Continually growing in depth of product and industry knowledge, including education approaches and adoption strategies

Seeking to mentor, encourage, and support colleagues within and beyond the CSM team

Displaying a high level of maturity in relationships with customers and colleagues, growing the profile of Customer Success Management

Demonstrating initiative and passion and striving for continuous team improvement, including the development of systems and processes

The CSM team responsibilities include (but are not limited to):

Management of a portfolio of high-value customers across the APAC region

Develop and maintain meaningful relationships with key stakeholders

Develop an understanding of key client business drivers and challenges, proactively offering insights and solutions to meet those needs through effective use of Instructure product and service offerings, promoting innovation and best practice

Seek to drive adoption across the institution/company to improve learning outcomes

Retain and maximise revenue opportunities

Enable sales through strong collaboration with sales teams

Serve as customer advocates by providing feedback to the product and engineering team to improve the platform and better solve customer challenges

Participate in team projects that support goals and initiatives of the department.

Here is what you need to know/have:

Empathy and a unique ability to understand customer needs, explain complex issues in relatable terms and adapt your tone according to the stakeholder

Enthusiasm about education and technology with demonstrated technical aptitude

Executive Presence - track record of networking and influencing an organisation at multiple (senior) stakeholder levels

Familiarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficiently

Demonstrated ability to communicate, present and influence credibly at multiple levels of an organisation

Excellent interpersonal and eloquent writing skills; expertise in one or more Asian languages would be a bonus

Ability to prioritise, multitask, and perform effectively under pressure

A results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environment

Ideally, you'll also know/have:

5 years+ Experience working in higher education, K12, vocational education, or corporate training

5 years+ Experience in Customer Success or account management in a SaaS company with deep knowledge of SaaS products and services

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.

All Instructure employees are required to successfully pass a background check upon being hired.

Manager, Customer Success

Offer summary

Qualifications:

Key responsabilities:

Job description

Required profile

Experience

Hard Skills

Other Skills

Customer Success Manager (CSM) Related jobs

Customer Success Manager

Senior Customer Success Manager

Customer Success Manager - Australia

Strategic Customer Success Manager (Global Customer Success Retention)

Sucesso do Cliente