You'll build and lead the function that tells us, early and accurately, which customers are getting value and which are at risk, and then make sure we act on it. As Director, CX Strategy and Operations, you'll report to and partner directly with our Chief Customer Officer, and own the signals, systems, and operating rhythm across our entire Customer Experience (CX) organization: Customer Success, Professional Services, Support, and Community.

You'll turn product usage, service, support, and community signals into one trusted view of customer health, put AI and automation to work where they move retention, and give our executive team and board a read on our customer base they can rely on.

You'll partner closely with Revenue Operations, Sales, Product, Data Science, Finance, IT, and Security. Schools, universities, and businesses rely on Canvas by Instructure and our wider product family every day. How well they succeed with us is the measure of this role.

Customer health and retention signal

Design, build, and run one account-level customer health score, with each CX team owning a sub-score that rolls up to a single view.

Bring product adoption and usage data into the score, alongside onboarding, services, support, sentiment, and community signals.

Measure signal accuracy: how often the risk and growth signals we raise predict what actually happens at renewal.

Build a single churn and loss taxonomy, so we know why customers leave or reduce spend and can act on it.

Feed a clear risk and expansion signal into the company forecast, in partnership with Revenue Operations and Sales.

AI and automation

Lead our service design and automation work, so agentic AI and automation across Support, Services, and Customer Success connect back to customer health and outcomes.

Set the bar for every AI investment in CX: it has to show up in customer health and retention, not just in efficiency.

Director, CX Strategy and Operations

Responsibilities

Qualification

Preferred

Benefits

Company

Instructure

More roles at Instructure