Customer Success is absolutely vital to our long-term success and profitability, helping ourcustomers achieve their goals. Customer Success Managers at Instructure maintain customersatisfaction and deepen adoption through consultative approaches, problem-solving andproviding resources and strategies that support customers as they grow with Instructure’sproducts.
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 withinthe 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 othersignificant KPIs. As a Manger of CSMs you will play a key role in developing CSMs and driving astrong 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 baseActively supporting the task of balancing team member workloadOwning the escalation of customer needs and issuesCoordination of process improvement for CSM teamSupport the establishment of sales methodology to enhance the Xsell / Upsell motion and the generation of Pipeline across the CSM teamEnsure forecasting is performed regularly and in a considered manner to increase renewal rateSupport the team to ensure the successful attainment of key CSM measurements:Pipeline GenerationRenewal RateNon Renewal Bookings TargetsEncouraging 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 InstructureConnect 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 coachEmpowers team and does not micromanageCreates an inclusive team environment,showing concern for success and wellbeingIs productive and results-orientedIs a good communicator – listens and shares informationSupports career development and discusses performanceHas a clear vision/strategy for the teamHas key technical skills to help advise the teamIs a strong decision makerYou 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 strategiesSeeking to mentor, encourage, and support colleagues within and beyond the CSM teamDisplaying a high level of maturity in relationships with customers and colleagues, growing the profile of Customer Success ManagementDemonstrating initiative and passion and striving for continuous team improvement, including the development of systems and processesThe CSM team responsibilities include (but are not limited to):Management of a portfolio of high-value customers across the APAC regionDevelop and maintain meaningful relationships with key stakeholdersDevelop 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 practiceSeek to drive adoption across the institution/company to improve learning outcomesRetain and maximise revenue opportunitiesEnable sales through strong collaboration with sales teamsServe as customer advocates by providing feedback to the product and engineering team to improve the platform and better solve customer challengesParticipate 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 stakeholderEnthusiasm about education and technology with demonstrated technical aptitudeExecutive Presence - track record of networking and influencing an organisation at multiple (senior) stakeholder levelsFamiliarity with tools like Salesforce, Gainsight, JIRA, Tableau and an interest in learning other internal tools to work efficientlyDemonstrated ability to communicate, present and influence credibly at multiple levels of an organisationExcellent interpersonal and eloquent writing skills; expertise in one or more Asian languages would be a bonusAbility to prioritise, multitask, and perform effectively under pressureA results-driven attitude, a bias for learning and sharing, and the ability to thrive in a fast-paced, high growth, rapidly changing environmentIdeally, you'll also know/have:5 years+ Experience working in higher education, K12, vocational education, or corporate training5 years+ Experience in Customer Success or account management in a SaaS company with deep knowledge of SaaS products and servicesWe’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.