Director, CX Strategy – Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $165k - $180k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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Instructure

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2016

📚 Education

☁️ SaaS

🤖 Artificial Intelligence

Education • SaaS • Artificial Intelligence

Instructure is an educational technology company that provides various digital tools and platforms to enhance and streamline teaching and learning experiences across different educational levels, from K-12 to professional education. Central to their offerings is the Canvas Learning Management System (LMS), which serves as a comprehensive hub for educators and students to connect and communicate effectively. Instructure also offers additional tools such as Canvas Studio and Canvas Catalog, as well as data-driven insights through Intelligent Insights that utilize AI to improve educational outcomes. The company's products are designed to support evidence-based decision-making, optimize technology usage, and foster impactful results in educational environments.

📋 Description

• Build and lead the CX Strategy and Operations function • Own customer health signals, systems, and operating rhythm across Customer Success, Professional Services, Support, and Community • Design and operate an account-level customer health score incorporating product adoption, onboarding, services, support, sentiment, and community signals • Measure signal accuracy against renewal outcomes and establish a churn and loss taxonomy • Feed risk and expansion signals into company forecasting with Revenue Operations and Sales • Lead service design and AI/automation initiatives across Support, Services, and Customer Success • Integrate AI support conversations, call recordings, and product usage into trend and sentiment analysis • Partner with IT, Security, and Privacy to move AI tools safely from pilot to production • Own CX dashboards and measure value realization, adoption, and customer outcomes • Turn survey, support, and community data into roadmap, play, and priority insights • Produce executive and board-level customer reporting • Run CX planning, performance reviews, and the cross-functional CX operations council • Define coverage models and capacity plans for Customer Success and Professional Services • Publish roles, swim lanes, and SOPs across CX and commercial teams • Represent CX in product enhancement and roadmap discussions • Lead and develop CX operations, systems, and insights professionals through coaching, hiring, and career paths • Build bench strength and remove single points of failure

🎯 Requirements

• 10+ years in operations, strategy, or analytics • Significant experience leading customer success or customer experience operations at a B2B SaaS company • Experience leading operations across more than one post-sale function, such as Customer Success, Professional Services, Support, or Community • Track record of building or rebuilding a customer health model that predicted churn and expansion • Hands-on experience implementing AI or automation in post-sale operations with measurable results • Strong data fluency, including SQL or BI tools, or ability to direct data science and analytics partners • Experience with customer success platforms, CRM, and product analytics tools, including implementation and improvement • History of producing customer and retention reporting for executive teams and boards • Experience leading and developing managers and individual contributors • Clear, direct communication and ability to defend data-driven viewpoints with executives • All employees must pass a background check • Candidates may be asked to verify their legal name, current physical location, valid contact number, and residential address

🏖️ Benefits

• Competitive compensation • Ownership program for all full-time employees • 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

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