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Instructure is seeking a Director of Customer Success, Scaled Strategy to lead the North American scaled Customer Success organization and architect the global scaled customer strategy. This is a new role that will consolidate scaled customer success teams currently distributed across business units into a unified team with a cohesive strategy.
You will own three primary areas:
**Building and Leading the NORAM Scaled Customer Success Team:** Align managers and CSMs from across business units into a single team while maintaining customer continuity. Lead a team of managers overseeing scaled segments, coach them to develop their teams, and own hiring, onboarding, performance management, career development, and succession planning. Set coaching standards for scaled work including persona-based planning, 1:many engagement, risk identification, and value conversations at volume. Design the organizational structure—headcount, team structures, coverage ratios, and reporting lines—that supports the strategy. Maintain consistent operating rhythms and partner with Sales and Renewals on forecast and renewal execution across thousands of accounts.
**Architecting Global Customer Success Strategy:** Sit on the strategy leadership team as an architect of global Customer Success strategy, ensuring the scaled perspective informs all decisions. Maintain consistency between dedicated and scaled relationship approaches. Partner with the Customer Success Strategy team on plays, playbooks, value frameworks, and enablement built for scaled delivery. Collaborate with regional and business unit leaders to keep approaches consistent where appropriate and differentiated where needed. Define global standards for scaled coverage, expectations, and accountability. Own Customer Success OKRs in partnership with other leaders.
**Setting Global Scaled and Digital Strategy:** Define how Instructure partners with the entire scaled and digital customer base end-to-end. Partner with the Director of Customer Success, Digital to design one customer journey with two execution motions. Design the scaled customer journey, determining what happens synchronously vs. asynchronously, where human interaction is required vs. where programs serve better, and how handoffs work as customers move between coverage models. Build persona-based plans and 1:many programs that deliver real value realization. Leverage AI and automation to multiply team capacity while maintaining alignment with company policies. Pressure-test the model with regional leaders before implementation.
**Owning 1:Many Outreach:** Own how Customer Success reaches customers at scale globally across all products, segments, regions, and business units. Remove company initiative and lifecycle communications from individual CSMs so high-ARR account managers focus on deep value realization. Design lifecycle communications tied to the customer journey: onboarding, adoption milestones, releases, renewal runway, and risk signals. Own the calendar and governance determining who sends what, to whom, and when. Partner with Marketing, Product Marketing, Communications, and Enablement to integrate Customer Success outreach into the broader customer communication plan. Account for regional and segment differences in language, regulations, and academic calendars. Enable CSMs to personalize or hold back when relationships require it. Measure reach, engagement, adoption impact, and CSM time savings; retire underperforming communications.
**Delivering Retention and Growth:** Work in cohorts to identify patterns predicting risk and expansion at volume. Define what the scaled team needs from adoption analytics and partner with CX Ops to build it. Report on scaled base health in terms leadership can act on and bring data-driven business cases for model investments.
**Requirements:**
- Experience designing and running a scaled, pooled, or digital Customer Success model at volume with demonstrated outcomes (not just coverage)
- Track record leading managers, not only individual contributors, and developing leaders who make independent decisions
- Experience standing up new teams or centralizing functions out of business units, including transition management that protects customers
- Experience building team structures, coverage models, and segmentation that fit strategy and making the case for changes
- Strong leadership presence with both customers and internal executives; ability to influence without formal authority
- Experience holding retention and bookings targets across large portfolios with analytical judgment to work in cohorts
- Experience designing customer journeys and 1:many programs, including handoffs between human and digital coverage
- Demonstrated use of AI to fundamentally change how teams operate
- Strong analytical skills with proficiency in Gainsight, Salesforce, product analytics, and reporting tools
- Experience building initiatives that work across multiple regions
- Exceptional written and verbal communication skills; ability to translate customer detail into business impact for executives
- Calm, decisive presence under pressure with 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
