In our Meet the APAC Team series, we’re introducing you to the people in our region who are making things happen. We hope you enjoy getting to know the people behind Canvas!
If you ask Avi Hanner to describe himself in three words, you might get a characteristically self-aware and slightly cheeky answer: “Curious, excitable… and passionate. Sleep-deprived might be a bonus word,” he joked. But underneath the humour is a clear through-line: Avi is deeply energised by people, ideas, and the desire to learn more.
As Instructure’s Senior Director of Customer Experience in the Asia-Pacific region, Avi leads a diverse and impactful team responsible for everything post-sale: implementation, ongoing relationship management, customer success, renewals, and support. He’s quick to clarify, though, that while the term “customer” is commonly used, he prefers “institution.”
“I like the word institution because it feels more personal. These organisations are doing incredibly important work in the world. You're not just interacting with us. You're a body that exists with your own purpose, your own goals, and we’re here to support that.”
A team making a difference
For Avi, the magic of his role lies in two key things: the people he works with, and the opportunity to help institutions make real, lasting impact.
“I often say I’m the luckiest person at Instructure. I get to work with unbelievably passionate, thoughtful, hardworking people. And together, we get to help institutions better support students and staff. That’s a pretty special job.”
The customer experience team is made up of several functions, including services, customer success, renewals, and global teams focused on technical consulting and digital customer success. Whether working behind the scenes or directly with institutions, they’re united by a shared goal: ensuring every institution has a seamless and empowering experience with Instructure’s tools.
“We care deeply about the people we work with,” Avi said. “We want to understand what’s going on, solve problems meaningfully, and free up space for institutions to focus on what matters most: teaching and learning.”
Leading with trust and nuance
Avi’s approach to leadership is rooted in trust, flexibility, and an appreciation for the diversity of the region.
“There isn’t one way to support the institutions we work with,” he said. “Different organisations are looking for different things depending on their sector—K-12, higher ed, vocational, or corporate—and their local context.”
He encourages his team to lead with empathy and to adapt their approach to fit the needs of each institution. That autonomy is key to how the team operates and thrives.
“I trust the team and their instincts. We recruit with that in mind and love it when team members bring new ideas and possibilities into the fold.”
What makes Avi tick
Avi’s curiosity runs deep. He’s the type of leader who will fall down research rabbit holes just for the joy of learning, who sees every interaction as a chance to understand someone better. That mindset shapes how he approaches both people and problems.
“I love talking to people and hearing what makes them tick. I get excited about ideas and, once I’m curious about something, I want to go deep.”
That same drive extends to his reading habits. When asked about his favourite book, he cited Infinite Jest by David Foster Wallace, which he read at 19 and credits with changing his understanding of what writing could be. Another meaningful read? Maus by Art Spiegelman, which helped him connect more deeply with his grandmother, a Holocaust survivor.
“That book gave me a new perspective on her experience, and it actually changed our relationship. I even ended up running workshops for students about it years later.”
Seeing impact, up close
When asked if there’s been a standout moment in his role, Avi didn’t name a project. Instead, it’s the everyday moments, those meaningful interactions between team members and institutions, that stay with him.
“At conferences and events, I get to witness the genuine, impactful relationships our team has built,” he said. “It makes me incredibly proud to see how bought-in they are to the mission of affecting change within a teaching and learning institution.”
Avi’s advice for institutions
How can institutions make the most of working with the Instructure Customer Experience team? Avi’s answer is simple: come with an open mind, and come prepared.
“The best thing institutions can do is clearly articulate the challenges they’re facing: what’s happening, why it matters, and how it’s impacting their students and staff. That gives our team the context we need to offer meaningful, tailored support.”
He also encourages institutions to think beyond support tickets or new features.
“Customer success isn’t just about fixing things. It’s about learning from other institutions, identifying what’s working well, and exploring how to use our tools to drive positive change. That’s where the real value comes from.”
