APAC Customer Success Associate

Remote Jobs; Philippines; On-site; PHP 3,438,000 - 4,688,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Wellness programs

Tuition reimbursement

Professional development

Recognition program

Inclusive culture

Job summary

Instructure seeks a dynamic Customer Success Associate to support APAC customers. You will work with CSMs to retain and expand revenue in APAC, leveraging data insights and collaborating with Sales and Renewals to drive value across the region.

You will analyze trends, prepare strategic reports, and help deploy campaigns while staying aligned with product updates. This role requires working APAC hours and a strong customer-facing background.

Qualifications

• Bachelor’s degree required.
• Strong written and verbal communication.
• Ability to set clear expectations and drive issues to resolution.
• Excellent organizational and prioritization skills.
• Collaborative, resourceful, and customer-focused.
• Experience in software industry customer-facing.
• Education sector knowledge preferred.
• Familiarity with Instructure products is a plus.
• Ability to work APAC business hours.

Responsibilities

• 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.

Skills

Written and verbal communication

Stakeholder management

Organizational skills

Collaboration

Problem-solving

Customer-facing experience

Education sector knowledge

Familiarity with Instructure products

APAC working hours

Education

Bachelor’s degree

Tools

Gainsight

Salesforce

Job description

Instructure seeks a dynamic Customer Success Associate to support APAC customers. You will work with CSMs to retain and expand revenue in APAC, leveraging data insights and collaborating with Sales and Renewals to drive value across the region.

You will analyze trends, prepare strategic reports, and help deploy campaigns while staying aligned with product updates. This role requires working APAC hours and a strong customer-facing background.