Description
At Instructure, we believe in the power of people to grow and succeed throughout their lives.
We are seeking a Director of Customer Success to lead our NORAM K12 Customer Success team.
Job Summary: As a Director of Customer Success, you will lead a team of Managers, Customer Success Managers, and Customer Success Associates to ensure the success of our entire NORAM K12 customer base. This is a highly visible role that partners daily with Sales, Renewals, Marketing, Services, Support, and Product, represents NORAM K12 in global Customer Success strategy, and builds executive relationships with key schools, districts, and states.
Key Responsibilities:
- Lead the NORAM K12 Customer Success team, including hiring, onboarding, performance management, and career development
- Set the coaching standard for value conversations, renewal forecasts, risk escalations, and Business Reviews
- Balance workload and territory coverage across the team
- Design the organization structure, including headcount, team structures, segmentation, and reporting lines
- Co-own the go-to-market strategy with the sales leader and cross-functional partners
- Drive adoption and expansion across the Instructure product portfolio
- Share accountability for renewal rate, pipeline generation, and non-renewal bookings
- Build executive relationships with strategic districts, statewide consortiums, and state agencies
- Act as an executive escalation point when needed
- Serve as a trusted expert on K-12 trends, including emerging risks and market opportunities
- Advocate for NORAM K12 customers with Product, Engineering, Support, and Marketing
- Collaborate with the global Customer Success Strategy team to shape plays, playbooks, value frameworks, and enablement
Requirements:
- Experience turning a company vision into work that teams can execute in a Customer Success, account management, or post-sales organization
- A track record of leading managers and growing leaders
- Experience building team structures, spans, and segmentation models that fit a strategy
- Strong leadership presence with both customers and internal executives
- Experience forecasting a book of business accurately
- Deep knowledge of the K-12 education market
- Strong analytical skills, with the ability to work in Gainsight, Salesforce, and reporting tools
- Exceptional written and verbal communication skills
- A calm, decisive presence under pressure
- Willingness to travel to customer sites, conferences, and team onsites
- A bachelor's degree or equivalent experience
Benefits:
- Competitive compensation, plus all full-time employees participate in our ownership program
- Flexible work culture
- Generous time off, including local holidays and our annual “Dim the Lights” period
- Comprehensive wellness programs and mental health support
- Learning and development resources, including professional development tools and tuition reimbursement
- The technology and tools you need to do your best work
- Motivosity employee recognition program