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# Customer Success Associate – VE

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/instructure.md)Share24 Sep 2026Published41Listing views2Application actions24 Oct 2026Apply before  Opportunity details

## About this role.

AI SummaryInstructure is hiring a Customer Success Associate to support its APAC education-technology customer portfolio from Manila on a remote basis. The role partners closely with Customer Success Managers, Sales, and Renewals teams to improve retention, expansion, and customer value realization. Key work includes preparing meeting materials, resolving escalations, analyzing customer and regional trends, and maintaining customer data in Gainsight and Salesforce. The associate will also develop digital customer communications and help adapt APAC customer-success playbooks to regional needs. Success requires strong communication, organization, analytical problem-solving, and customer-facing software-industry experience.

## Role DNA

A quick view of the complexity, pace, ownership and collaboration implied by the job description.

### Job Complexity

3/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

3/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis is a moderately challenging customer-success coordination role because it requires balancing a broad APAC portfolio, cross-functional follow-through, data quality, and customer escalations. The position is associate-level, but regional coverage and revenue-retention support create a fast-moving, detail-sensitive workload.

## Salary analysis

Estimated compensation compared with the broader US market for similar roles.

Estimated job medianHighly competitive$77,500US market range$65k–$90k0$99k

AI insightNo actual salary was disclosed; "competitive compensation" is not a quantifiable pay offer. The figures shown are estimated US-market annual base-salary benchmarks in USD for a Customer Success Associate with SaaS customer-facing responsibilities; actual pay in Manila may differ materially based on local market, experience, and company compensation practices.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Customer Success](https://jobicy.com/jobs?search_keywords=Customer%20Success.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Escalations](https://jobicy.com/jobs?search_keywords=Customer%20Escalations.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Data Analysis](https://jobicy.com/jobs?search_keywords=Data%20Analysis.md)[Customer Communications](https://jobicy.com/jobs?search_keywords=Customer%20Communications.md)[Education Technology](https://jobicy.com/jobs?search_keywords=Education%20Technology.md)

Sample interview questionsHow would you prepare a Customer Success Manager for a strategic customer meeting?I would review account health, product utilization, support history, renewal timing, stakeholder engagement, survey feedback, and open risks or opportunities. I would then create a concise briefing and presentation that connects the customer's goals to measurable outcomes, recommended actions, and clear owners for follow-up.

Describe how you would manage a complex customer escalation involving multiple internal teams.

I would first confirm the customer's issue, impact, urgency, and desired resolution, then document those details in the relevant system. I would coordinate the appropriate internal owners, establish a communication cadence, track commitments through resolution, and provide the CSM with clear status updates and a final summary of actions taken.

What customer-success metrics would you analyze to identify expansion or retention opportunities?

I would examine product adoption and utilization trends, engagement levels, support volume and themes, satisfaction or survey results, renewal dates, stakeholder coverage, and account health indicators. I would compare the findings with the customer's objectives to identify risks, unused capabilities, and opportunities for targeted value conversations.

How would you ensure data quality in Gainsight and Salesforce?

I would follow defined field standards, complete updates promptly after customer interactions, and use regular audits to identify missing, duplicate, or outdated records. I would also align with CSMs on ownership and reporting expectations so account activity, health signals, playbooks, and next steps remain reliable.

How would you adapt a global customer-success playbook for APAC customers?

I would gather feedback from regional CSMs and customers, identify differences in local workflows, communication preferences, product needs, and operating expectations, and document the required adjustments. I would retain the global framework where it works while creating region-specific templates, guidance, and measurement criteria that can be reviewed and improved over time.

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

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Collaborate with Customer Success Managers, Sales, and Renewals to increase market share within our existing account base.

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Assist CSMs in preparing for strategic customer meetings through the creation of detailed reports and impactful presentations.

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Coordinate internally to resolve complex customer questions, requests, and escalations across the APAC customer portfolio, reporting resolutions back to relevant CSMs.

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Analyze trends, identify opportunities, and support proactive customer growth strategies by leveraging regional, country, and customer-specific data.

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Stay current with product updates, pinpoint areas to deliver value across the APAC customer base, and keep CSMs informed about impactful new developments.

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Develop and deploy digital campaigns, including creating response templates for frequently asked customer questions and communications.

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Ensure data accuracy in Gainsight and Salesforce for customer engagement tracking, product utilization, and playbook management.

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Support the creation and maintenance of APAC Customer Success playbook documentation where regional requirements differ from global practices.

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Help develop and execute action plans based on customer feedback and survey data.

### What We’re Looking For

Education, Experience, and Skills:

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Bachelor’s degree

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Outstanding written and verbal communication skills

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Ability to set clear expectations and manage issues to resolution

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Strong organizational skills and the ability to prioritize in a dynamic environment

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Collaborative mindset and effective use of internal and external resources

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Creative and analytical problem-solving abilities

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Customer-facing experience in the software industry

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Experience and knowledge in the education sector is preferred

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Familiarity with Instructure products is a plus

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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:

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Competitive compensation, plus all full-time employees participate in our ownership program – because everyone should have a stake in our success.

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Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.

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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.

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Comprehensive wellness programs and mental health support

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Learning and development resources, including professional development tools and tuition reimbursement, to support your growth

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The technology and tools you need to do your best work

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Motivosity employee recognition program

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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.

Show more

[Apply now >](https://jobicy.com/jobs/154055-customer-success-associate-ve.md)

>  Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md)

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