Director, Customer Success

🕒 October 13

🇺🇸 United States – Remote

💵 $160k - $185k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

☁️ SaaS

🤝 B2B

💰 Private Equity Round - Instructure on 2024-07

Education • SaaS • B2B

Instructure is an education-technology company that builds cloud-based learning and assessment platforms, best known for Canvas LMS. It provides an integrated ecosystem of SaaS products and services — including learning management, standards-aligned assessment (Mastery), credentialing and records (Parchment), analytics, and tools for K–12, higher education, and business/government training. Instructure focuses on student success, partner integrations, and scalable solutions for institutions and organizations to deliver, assess, and credential learning.

📋 Description

• Lead the NORAM K12 Customer Success team and its Managers, Customer Success Managers, and Customer Success Associates • Coach Managers to develop and grow their teams • Own hiring, onboarding, performance, career development, succession planning, and team bench development • Set coaching standards for value conversations, renewal forecasts, risk escalations, and business reviews • Maintain operating rhythms including 1:1s, team meetings, forecast calls, and business reviews • Balance workload and territory coverage as accounts, tiers, and headcount change • Design headcount, team structures, segmentation, and reporting lines • Co-own go-to-market strategy with Sales and cross-functional partners • Drive adoption and expansion across the Instructure product portfolio • Share accountability for renewal rate, pipeline generation, and non-renewal bookings • Run accurate forecasts and surface risks early • Own the quality, cadence, and coverage of business reviews • Build executive relationships with strategic districts, statewide consortiums, and state agencies • Serve as an executive escalation point and senior customer and market voice • Advocate for NORAM K12 customers with Product, Engineering, Support, and Marketing • Support regional user groups, customer advisory work, and reference and advocacy programs • Shape global Customer Success plays, playbooks, value frameworks, and enablement • Lead regional rollout of global initiatives and drive adoption • Collaborate with Customer Success leaders across regions and segments • Define global expectations and accountability frameworks • Own Customer Success organization OKRs with other Customer Success leaders

🎯 Requirements

• Experience turning company vision into executable work in a Customer Success, account management, or post-sales organization • Track record of leading managers and developing leaders • Experience building team structures, spans, and segmentation models • Strong leadership presence with customers and internal executives • Ability to influence decisions without formal authority • Experience accurately forecasting a book of business and sizing risk and expansion opportunities • Deep knowledge of the K-12 education market, including district and state budget cycles, procurement, funding sources, and school-system decision-making • Experience using AI to fundamentally change team operations • Strong analytical skills • Ability to work in Gainsight, Salesforce, and reporting tools • Exceptional written and verbal communication skills • Calm, decisive presence under pressure and judgment in ambiguous, high-stakes situations • Willingness to travel to customer sites, conferences, and team onsites • Bachelor's degree or equivalent experience • Must pass a background check • Must complete identity verification and provide requested personal information as required

🏖️ Benefits

• Competitive compensation • Full-time employee participation in ownership program • Flexible work culture • Generous time off, including local holidays and annual “Dim the Lights” period in late December • Comprehensive wellness programs and mental health support • Learning and development resources • Professional development tools • Tuition reimbursement • Technology and tools needed to do your best work • Motivosity employee recognition program • Inclusive, supportive culture • Remote work arrangement

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