Director, CX Strategy and Operations

The role

You will build and lead the function that monitors customer health and retention signals. You will own the signals, systems, and operating rhythm across the Customer Experience organization.

What you will do

• Design, build, and run an account-level customer health score.
• Build a single churn and loss taxonomy.
• Feed risk and expansion signals into the company forecast.
• Lead service design and automation work using AI.
• Own the CX dashboard for leadership.
• Measure value realization and customer outcomes.
• Run the CX operating cadence and cross-functional council.
• Define coverage models and capacity plans.
• Publish roles, swim lanes, and SOPs across CX and commercial teams.
• Lead a team of CX operations, systems, and insights professionals.

Required qualifications

• 10+ years in operations, strategy, or analytics.
• Significant time leading customer success or customer experience operations at a B2B SaaS company.
• Experience leading operations across more than one post-sale function, such as Customer Success, Professional Services, Support, or Community.
• Track record of building or rebuilding a customer health model that predicted churn and expansion.
• Hands-on experience putting AI or automation to work in post-sale operations.
• Strong data fluency including working in SQL or BI tools or directing data science partners.
• Experience with customer success platforms, CRM, and product analytics tools.
• History of producing customer and retention reporting for executive teams and boards.
• Experience leading and developing managers and individual contributors.
• Clear, direct communication.

Nice to have

• Experience at a private equity-backed company, or in a company going through a major operating model change.
• Background in education technology or another mission-driven market.
• Experience designing renewal or expansion forecasting processes with Revenue Operations.
• Familiarity with value realization or outcome-based customer success models.

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
• A culture rooted in inclusivity, support, and meaningful connection

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.