Director, CX Strategy and Operations

Instructure, Inc. • ,

1d • $165,000 - $180,000

About The Position

The Director, CX Strategy and Operations will build and lead the function responsible for identifying which customers are realizing value and which are at risk, and ensuring the organization acts on those signals. Reporting to and partnering directly with the Chief Customer Officer, this role owns the customer signals, systems, and operating rhythm across Customer Success, Professional Services, Support, and Community.

The director will combine product usage, service, support, and community signals into a trusted account-level view of customer health; apply AI and automation to improve retention; and provide reliable customer reporting to executives and the board. The role partners with Revenue Operations, Sales, Product, Data Science, Finance, IT, and Security.

Key areas of ownership include customer health and retention signals, CX AI and automation, measurement and insight, operating cadence and cross-functional partnership, and developing a team of CX operations, systems, and insights professionals. Success includes launching a redesigned health score and CX dashboard, demonstrating how accurately customer signals predict renewal outcomes, tracking value realization for strategic customers, and measuring AI and automation results against customer health.

Requirements

• 10+ years of experience in operations, strategy, or analytics, including significant experience 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 and was trusted by leaders.
• Hands-on experience applying AI or automation in post-sale operations, with measurable results.
• Strong data fluency, including ability to work in SQL or BI tools or confidently direct data science and analytics partners.
• Experience with customer success platforms, CRM, and product analytics tools, including implementing and improving them.
• Experience producing customer and retention reporting for executive teams and boards.
• Experience leading and developing managers and individual contributors.
• Clear, direct communication skills and ability to explain and defend data-based viewpoints with executives.

Nice To Haves

• Experience at a private equity-backed company or at a company undergoing 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.

Responsibilities

• Design, build, and run a single account-level customer health score, with sub-scores owned by each CX team.
• Incorporate product adoption and usage, onboarding, services, support, sentiment, and community signals into customer health scoring.
• Measure the accuracy of risk and growth signals against actual renewal outcomes.
• Create a unified churn and loss taxonomy and use it to inform actions.
• Provide risk and expansion signals to the company forecast in partnership with Revenue Operations and Sales.
• Lead service design and automation across Support, Services, and Customer Success, connecting AI and automation to customer health and outcomes.
• Evaluate CX AI investments based on their impact on customer health and retention.
• Combine signals from AI support conversations, call recordings, and product usage to identify trends and sentiment.
• Partner with IT, Security, and Privacy to move AI tools safely and quickly from pilot to production.
• Own the CX dashboard and the leading and lagging indicators used by leadership.
• Measure value realization, including time to first value, adoption depth, and documented customer outcomes.
• Use customer survey, support, and community data to inform product roadmaps, plays, and priorities.
• Produce customer reporting suitable for executive and board review.
• Run CX planning, performance reviews, and a cross-functional CX operations council.
• Define Customer Success and Professional Services coverage models and capacity plans.
• Publish roles, swim lanes, and SOPs across CX and commercial teams, with attention to customer-facing handoffs.
• Represent CX in product enhancement requests and roadmap discussions.
• Lead and develop a team of CX operations, systems, and insights professionals through coaching, hiring, and career development.
• Assess team strengths and gaps and reduce single points of failure in critical knowledge and systems.

Benefits

• Competitive compensation.
• Ownership program participation for all full-time employees.
• Flexible work culture with remote, hybrid, and in-office collaboration options varying by role, team, and location.
• Generous time off, including local holidays and an annual late-December “Dim the Lights” period, based on departmental needs.
• Comprehensive wellness programs and mental health support.
• Learning and development resources, including professional development tools and tuition reimbursement.
• Technology and tools needed to do the work.
• Motivosity employee recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed