APAC Customer Success Specialist

Apply; Manila; Hybrid; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Ownership program

Flexible work

Generous PTO

Wellness programs

Tuition reimbursement

Modern tools

Recognition program

Inclusive culture

Job summary

Instructure in Manila is seeking a dynamic Customer Success Associate to support APAC customers. You will work with Customer Success Managers to retain and grow revenue, analyze trends, and help ensure a smooth customer journey across the APAC region.

The role requires strong communication, organizational skills, and comfort with data tools like Gainsight and Salesforce. You will create reports, assist with strategic meetings, and help deploy campaigns while aligning with global practices and

Qualifications

• Bachelor’s degree required.
• 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 software industry.
• Experience and knowledge in the education sector is 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

Communication skills

Organizational skills

Collaborative mindset

Problem solving

Customer-facing experience

Education sector knowledge

Education

Bachelor's degree

Tools

Gainsight

Salesforce

Job description

Instructure in Manila is seeking a dynamic Customer Success Associate to support APAC customers. You will work with Customer Success Managers to retain and grow revenue, analyze trends, and help ensure a smooth customer journey across the APAC region.

The role requires strong communication, organizational skills, and comfort with data tools like Gainsight and Salesforce. You will create reports, assist with strategic meetings, and help deploy campaigns while aligning with global practices and