Director, Customer Success

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: We are seeking a Director of Customer Success to lead our NORAM K12 Customer Success team. You'll lead a team of Managers, as well as their 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. You’ll lead the team that shows up as a strategic partner, a trusted thought leader, an advocate, and a connector for every district we serve. That means business reviews worth a superintendent's time, value realization measured against institutional outcomes, and a customer voice that reaches the people building our products. You'll own what that looks like for NORAM K12: the business unit strategy, the team that delivers it, and the cross-functional relationships that make it possible. WHAT YOU WILL BE DOING: Leading the NORAM K12 Customer Success team: - Lead a team of Managers who own the Strategic, Senior, Enterprise, Associate CSM, and CSA segments, coaching them to upskill and grow their teams. - Own hiring, onboarding, performance, career development, and succession planning for the team, and build a bench that can absorb growth. - Set the coaching standard: what good looks like in a value conversation, a renewal forecast, a risk escalation, and a Business Review. - Hold a consistent operating rhythm of 1:1s, team meetings, forecast calls, and business reviews that keeps managers accountable and the team connected.

- Balance workload and territory coverage across the team, and adjust as accounts, tiers, and headcount shift. - Design the organization: headcount, team structures, segmentation, and reporting lines that fit the strategy. Setting the NORAM K12 CS Strategy: - Co-own the go-to-market strategy with the sales leader and cross-functional partners, and shape the strategy so business unit and CS+R priorities are aligned. - Drive adoption and expansion across the Instructure product portfolio. - Share accountability for renewal rate, pipeline generation, and non-renewal bookings across the NORAM K12 book, as the result of adoption and value work done well. - Run an accurate, defensible forecast, and surface risk early enough to intervene. - Own the quality, cadence, and coverage of business reviews across the NORAM K12 portfolio, and define what a good one looks like. Serving as a senior customer and market voice: - Build executive relationships with our most strategic districts, statewide consortiums, and state agencies, and join the conversations where a leader's presence changes the outcome. - Act as an executive escalation point when needed, and stay the steady voice when a customer situation is tense. - Serve as a trusted expert on K-12 trends, internally and with customers, including emerging risks and market opportunities: funding cycles, procurement realities, policy shifts, and what districts are being asked to solve. - Advocate for NORAM K12 customers with Product, Engineering, Support, and Marketing, and translate their needs into priorities those teams can act on. - Support regional user groups, customer advisory work, and reference and advocacy programs.