Director, Customer Success

US-REMOTEfull timeRemote

Apply on Employer Site

senior

$160k–$185k

H1B: no

Instructure The Director, Customer Success at Instructure leads and aligns the scaled Customer Success team to serve the largest part of the customer base. This role manages team transitions, sets coaching standards, and drives retention and growth across scaled and digital customers.

Responsibilities

Align a new team from managers and Customer Success professionals and run the transition
Lead a team of Managers and coach them to upskill and grow their teams
Lead the Director of Customer Success, Digital and build one connected organization
Own hiring, onboarding, performance, career development, and succession planning
Set the coaching standard for scaled work
Design the organization including headcount, team structures, coverage ratios, and reporting lines
Hold a consistent operating rhythm to keep managers accountable
Account for realities of a global team including time zones and regional expectations
Hold retention and bookings targets for the scaled and digital customer base
Partner with Sales and Renewals on forecast, renewal execution, and expansion
Work in cohorts to find patterns that predict risk and expansion
Define scaled team needs from adoption analytics and partner with CX Ops