Manager, Customer Success

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 A