Director of Customer Success (Scaled Strategy)

Join Instructure, a leading education technology company, as the Director of Customer Success, Scaled Strategy. In this new role, you will lead our NORAM scaled Customer Success team, define our partnership strategy with scaled and digital customers worldwide, and drive our outreach strategy for our entire global customer base. You will also sit on the strategy leadership team and be an architect of the Global Customer Success strategy.

• Align and integrate the scaled Customer Success teams from various business units into one cohesive team with a unified strategy and customer experience vision.
• Own the strategy for 1:many outreach across the global customer base, leveraging AI and automation to deliver at scale, and ensuring alignment with the overall Global Customer Success strategy.
• Lead the hiring, onboarding, performance management, and career development for the scaled Customer Success team, setting coaching standards and ensuring accountability.

• Experience building initiatives that work in every region rather than only your own
• Strong leadership presence with both customers and internal executives, including the ability to influence decisions without formal authority
• Willingness to travel to customer sites, conferences, and team onsites
• Exceptional written and verbal communication skills, including the ability to translate customer detail into business impact for executives
• Experience designing customer journeys and 1:many programs, including the handoffs between human and digital coverage
• Experience designing and running a scaled, pooled, or digital Customer Success model at volume, and evidence that it delivered outcomes rather than just coverage
• A bachelor's degree or equivalent experience
• Strong analytical skills, with the ability to work in Gainsight, Salesforce, product analytics, and reporting tools to turn data into a decision
• A track record of leading managers, not only individual contributors, and growing leaders who decide without you
• A calm, decisive presence under pressure, with the judgment to manage ambiguous, high-stakes situations across multiple stakeholders at once
• Experience holding retention and bookings targets across a large portfolio, and the analytical judgment to work in cohorts rather than account by account
• Experience standing up a new team or centralizing a function out of business units, including the transition work that protects customers while it happens
• Experience building team structures, coverage models, and segmentation that fit a strategy, and making the case for changing them
• Using AI to fundamentally change how teams operate