Director, Customer Success

The role

You will lead the NORAM K12 Customer Success team, including Managers, Customer Success Managers, and Customer Success Associates. You will drive business unit strategy, build executive relationships with schools and districts, and partner with cross-functional teams to ensure customer success.

What you will do

• Lead a team of Managers and coach them to upskill and grow their teams.
• Own hiring, onboarding, performance, career development, and succession planning.
• Set the coaching standard for value conversations, renewal forecasts, and business reviews.
• Maintain an operating rhythm of 1:1s, team meetings, forecast calls, and business reviews.
• Balance workload and territory coverage across the team.
• Design the organization including headcount, team structures, and reporting lines.
• Co-own the go-to-market strategy with sales leaders and cross-functional partners.
• Drive adoption and expansion across the Instructure product portfolio.
• Build executive relationships with strategic districts, statewide consortiums, and state agencies.
• Advocate for NORAM K12 customers with Product, Engineering, Support, and Marketing.

Required qualifications

• Experience turning a company vision into work in a Customer Success, account management, or post-sales organization.
• A track record of leading managers.
• Experience building team structures, spans, and segmentation models.
• Strong leadership presence with customers and internal executives.
• Experience forecasting a book of business accurately.
• Deep knowledge of the K-12 education market, including budget cycles and procurement.
• Using AI to fundamentally change how teams operate.
• Strong analytical skills using 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
• Ownership program for all full-time employees
• Flexible work culture
• Generous time off, including local holidays and 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

Before you apply

• All employees must pass a background check.
• Identity verification measures are implemented.
• Candidates may be asked to verify legal name, current physical location, and provide a valid contact number and residential address.

About the company

Instructure aims to amplify the power of people to grow and succeed by creating intuitive products that simplify learning and personal development.