Director of Customer Success – Scaled Strategy

🕒 6 days ago

🇺🇸 United States – Remote

💵 $160k - $185k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Lead the NORAM scaled Customer Success team • Align managers and Customer Success professionals from business units into one team and strategy • Lead managers responsible for scaled segments and coach them to grow their teams • Own hiring, onboarding, performance, career development, and succession planning • Define coaching standards for persona-based plans, 1:many engagement, risk signals, and value conversations • Design headcount, team structures, coverage ratios, and reporting lines • Establish operating rhythms and manager accountability • Partner with Sales and Renewals on forecasts, renewals, and expansion • Architect the Global Customer Success strategy and own the scaled perspective • Develop plays, playbooks, value frameworks, and scaled enablement • Define global scaled coverage expectations and accountability frameworks • Own Customer Success organizational OKRs • Define the global Scaled and Digital strategy and customer journey • Design synchronous and asynchronous operations and coverage handoffs • Build persona-based plans and 1:many programs for value realization • Use AI and automation to scale team coverage • Own global 1:many customer outreach, lifecycle communications, calendar, and governance • Coordinate Customer Success communications with Marketing, Product Marketing, Communications, and Enablement • Measure outreach reach, engagement, adoption impact, and CSM time savings • Analyze cohorts to identify retention risk and expansion patterns • Define adoption analytics needs and partner with CX Ops • Report scaled-base health and develop data-driven investment cases

🎯 Requirements

• Experience designing and running a scaled, pooled, or digital Customer Success model at volume, with delivered outcomes • Track record of leading managers and growing independent leaders • Experience standing up a new team or centralizing a function from business units • Experience building team structures, coverage models, and segmentation • Strong leadership presence with customers and internal executives • Experience holding retention and bookings targets across a large portfolio • Analytical judgment to work in cohorts rather than account by account • Experience designing customer journeys and 1:many programs, including human-to-digital coverage handoffs • Experience using AI to fundamentally change team operations • Strong analytical skills and ability to work in Gainsight, Salesforce, product analytics, and reporting tools • Experience building initiatives that work across every region • 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 • A bachelor's degree or equivalent experience • All employees must pass a background check • Candidates may be required to verify legal name, current physical location, valid contact number, and residential address

🏖️ Benefits

• Competitive compensation • Full-time employee 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 with meaningful connection

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