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Instructure is seeking a Director of Customer Success to lead the NORAM K12 Customer Success organization. This is a strategic leadership role that combines team management, business unit strategy ownership, and executive customer relationships.
You will lead a team of Managers overseeing Customer Success Managers and Associates across Strategic, Senior, Enterprise, and Associate segments. Key responsibilities include:
**Team Leadership & Organization:**
- Lead and coach a team of managers, building capability and succession depth
- Own hiring, onboarding, performance management, and career development
- Design organizational structures, segmentation models, and reporting lines aligned with strategy
- Establish coaching standards and operating rhythms (1:1s, forecasts, business reviews)
- Balance workload and territory coverage as the business scales
**NORAM K12 Customer Success Strategy:**
- Co-own go-to-market strategy with Sales leadership and cross-functional partners
- Drive adoption and expansion across the Instructure product portfolio
- Own renewal rate, pipeline generation, and non-renewal bookings accountability
- Maintain accurate forecasting and early risk surfacing
- Define and oversee quality, cadence, and coverage of executive business reviews
**Executive Customer & Market Leadership:**
- Build and maintain relationships with strategic districts, state consortiums, and state agencies
- Serve as executive escalation point for high-stakes customer situations
- Develop deep expertise in K-12 market trends, funding cycles, procurement, and policy shifts
- Advocate for customer needs with Product, Engineering, Support, and Marketing teams
- Support user groups, customer advisory boards, and advocacy programs
**Global Collaboration:**
- Partner with global Customer Success Strategy team on plays, playbooks, and enablement
- Lead regional rollout of global initiatives
- Collaborate with peer CS leaders to maintain consistency and regional differentiation
- Own OKRs for the Customer Success organization in partnership with other leaders
Instructure is an education technology company focused on learning platforms and personal development. The role offers competitive compensation, flexible work culture, generous time off including an annual "Dim the Lights" recharge period in December, comprehensive wellness programs, learning and development resources, and participation in an employee ownership program.
**Requirements:**
- Experience turning company vision into executable work in Customer Success, account management, or post-sales organizations
- Proven track record leading managers (not just individual contributors) and developing leaders who operate independently
- Experience building team structures, spans, and segmentation models; ability to make the case for organizational changes
- Strong leadership presence with customers and internal executives; ability to influence without formal authority
- Experience forecasting a book of business accurately and sizing impact of risk and expansion
- Deep knowledge of K-12 education market: district and state budget cycles, procurement, funding sources, and decision-making processes in school systems
- Experience using AI to fundamentally change team operations
- Strong analytical skills with proficiency in Gainsight, Salesforce, and reporting tools
- Exceptional written and verbal communication; ability to translate customer detail into business impact for executives
- Calm, decisive presence under pressure; judgment to manage ambiguous, high-stakes situations across multiple stakeholders
- Willingness to travel to customer sites, conferences, and team onsites
- Bachelor's degree or equivalent experience
