Customer Success Associate - VE

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.

We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

We are seeking a dynamic Customer Success Associate (CSA) to support our valued APAC customers at Instructure. As a CSA, you will play an essential role in understanding the trends shaping educational institutions across the APAC region, removing obstacles to value realization, and enhancing the customer journey through strong collaboration with our APAC Customer Success Managers.

Success in this role comes from working closely with Customer Success Managers (CSMs) to retain and expand revenue across your assigned territory, which currently covers the entire APAC region.

WHAT YOU'LL BE DOING

• Collaborate with Customer Success Managers, Sales, and Renewals to increase market share within our existing account base.
• Assist CSMs in preparing for strategic customer meetings through the creation of detailed reports and impactful presentations.
• Coordinate internally to resolve complex customer questions, requests, and escalations across the APAC customer portfolio, reporting resolutions back to relevant CSMs.
• Analyze trends, identify opportunities, and support proactive customer growth strategies by leveraging regional, country, and customer-specific data.
• Stay current with product updates, pinpoint areas to deliver value across the APAC customer base, and keep CSMs informed about impactful new developments.
• Develop and deploy digital campaigns, including creating response templates for frequently asked customer questions and communications.
• Ensure data accuracy in Gainsight and Salesforce for customer engagement tracking, product utilization, and playbook management.
• Support the creation and maintenance of APAC Customer Success playbook documentation where regional requirements differ from global practices.
• Help develop and execute action plans based on customer feedback and survey data.

WHAT WE'RE LOOKING FOR

Education, Experience, and Skills

• Bachelor’s degree
• Outstanding written and verbal communication skills
• Ability to set clear expectations and manage issues to resolution
• Strong organizational skills and the ability to prioritize in a dynamic environment
• Collaborative mindset and effective use of internal and external resources
• Creative and analytical problem-solving abilities
• Customer-facing experience in the software industry
• Experience and knowledge in the education sector is preferred
• Familiarity with Instructure products is a plus
• Ability to work APAC business hours

Get in on all the awesome at Instructure!

We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:

• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
• Comprehensive wellness programs and mental health support
• Learning and development resources, including professional development tools and tuition reimbursement, to support your growth
• The technology and tools you need to do your best work
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.