Customer Success Manager, APAC - Channel

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:

Customer Success is vital to our long-term profitability and our mission to help customers achieve their goals. As a Channel Customer Success Manager (CSM) at Instructure, you will bridge the gap between our CX and Sales organizations. This unique role requires a blend of CX passion and Sales acumen. You will be the primary advocate for our Value Added Resellers (VARs) and Channel Partners in APAC, ensuring they have the expertise, resources, and strategy needed to drive product adoption across diverse cultures and languages.

About the Role

• Partner Management: Act as the primary CX contact for a APAC portfolio of VARs and Channel Partners.

• Relationship Building: Develop meaningful connections with partners, Channel Account Managers (CAMs), and internal stakeholders.

• Channel Advocacy: Communicate critical product updates and company policies to partners while funnelling partner feedback to Product and Engineering teams.

• Strategic Insights: Analyze the business drivers and challenges facing VARs to proactively offer solutions that promote innovation and best practices.

• Drive Adoption: Partner with VARs to implement proven Instructure methods that improve learning outcomes and user adoption within their institutions.

• Revenue & Growth: Secure and maximize revenue by managing renewals and identifying expansion opportunities in collaboration with CAMs.

• Implementation Oversight: Support Channel Services by monitoring new customer onboarding and product implementations to ensure long-term success.

• Data & Support Enablement: Assist partners in tracking usage data and ensuring they are fully equipped to utilize Instructure's Support services.

• Forecasting: Maintain high visibility into upcoming renewals, working closely with the Renewals team to ensure on-time execution.

About You

• Stakeholder Empathy: A proven ability to understand complex partner needs and translate technical issues into relatable terms for different audiences.

• Executive Presence: A track record of networking with and influencing senior stakeholders across an organization.

• EdTech Passion: High enthusiasm for the education sector and a strong technical aptitude for software products.

• Professional Maturity: Ability to model exemplary practice in ownership and relationship management, elevating the profile of Customer Success.

• Global Mindset: Comfortable navigating various business cultures and operating across multiple time zones and languages.