Director of Customer Success, Scaled Strategy

Instructure, Inc. • ,

1d • $160,000 - $185,000

About The Position

Instructure is seeking a Director of Customer Success, Scaled Strategy, to lead its NORAM scaled Customer Success team and define how it serves scaled and digital customers globally. This is a new role that will bring managers and teams currently located in different business units together under one team and strategy, while maintaining continuity for customers. The role owns strategy for the full Scaled and Digital customer base and the 1:many outreach strategy for customers across segments, regions, and business units. It partners closely with the Director of Customer Success, Digital and serves on the Customer Success strategy leadership team as an architect of the Global Customer Success strategy.

The Director will build and lead the NORAM scaled team, including managing managers, hiring and developing talent, establishing team structures and coverage models, and setting operating and coaching standards. The role also shapes global Customer Success strategy, including shared approaches, scaled delivery playbooks, coverage expectations, and organizational OKRs. It defines the global Scaled and Digital customer journey, using AI and automation in alignment with company policies, and determines how customer support is delivered through synchronous, asynchronous, human, and programmatic interactions.

The position owns 1:many Customer Success outreach for the global customer base, including lifecycle communications, outreach governance and calendars, coordination with other communication teams, regional and segment considerations, and measurement of engagement and impact. It also drives retention and growth across the scaled and digital customer base by analyzing cohorts, partnering with CX Ops on adoption analytics, and reporting actionable business cases to leadership. Travel to customer sites, conferences, and team onsites is expected.

Requirements

• Experience designing and operating a scaled, pooled, or digital Customer Success model at volume, with evidence of outcomes beyond coverage.
• Track record of leading managers and developing leaders who can make decisions independently.
• Experience establishing a new team or centralizing a function from business units, including managing customer-protective transitions.
• Experience designing team structures, coverage models, and segmentation aligned to strategy, and making the case for changes.
• Strong leadership presence with customers and executives, and ability to influence without formal authority.
• Experience owning retention and bookings targets across a large portfolio, with analytical judgment to work in cohorts.
• Experience designing customer journeys and 1:many programs, including handoffs between human and digital coverage.
• Experience using AI to fundamentally change how teams operate.
• Strong analytical skills and ability to use Gainsight, Salesforce, product analytics, and reporting tools to support decisions.
• Experience building initiatives that work across regions.
• Exceptional written and verbal communication skills, including translating customer detail into business impact for executives.
• Calm, decisive judgment under pressure when managing ambiguous, high-stakes situations with multiple stakeholders.
• Willingness to travel to customer sites, conferences, and team onsites.
• Bachelor's degree or equivalent experience.

Responsibilities

• Build and lead the NORAM scaled Customer Success team, integrating managers and professionals from business units while ensuring continuity for customers.
• Lead and coach managers, develop their teams, and establish hiring, onboarding, performance, career development, and succession-planning practices.
• Define coaching standards for persona-based plans, 1:many engagement, risk signals, and value conversations.
• Design team headcount, structures, coverage ratios, and reporting lines; establish an operating rhythm and accountability for the team.
• Partner with Sales and Renewals on forecasting, renewal execution, and expansion across a large portfolio.
• Serve on the Customer Success strategy leadership team and represent the scaled perspective in global strategy decisions.
• Align foundational Customer Success strategy across dedicated and scaled relationships, and partner on scaled-ready plays, playbooks, value frameworks, and enablement.
• Collaborate with Customer Success leaders across regions and business units to define global scaled coverage expectations and accountability frameworks.
• Own Customer Success organizational OKRs in partnership with other Customer Success leaders.
• Define the end-to-end global strategy for scaled and digital customers in partnership with the Director of Customer Success, Digital.
• Design the scaled customer journey, including synchronous and asynchronous interactions, human and programmatic coverage, and transitions among dedicated, scaled, and digital coverage.
• Build persona-based plans and 1:many programs that support customer value realization; use AI and automation in alignment with company policies.
• Pressure-test the global model with regional leaders and account for regional and business-unit needs.
• Own global 1:many outreach across products, segments, regions, and business units, including company initiative and standard lifecycle communications.
• Design lifecycle communications for onboarding, adoption milestones, releases, renewal runway, and risk signals.
• Own outreach calendars and governance, determining who sends communications, to whom, and when.
• Partner with Marketing, Product Marketing, Communications, and Enablement to coordinate Customer Success outreach with broader customer communications.
• Account for regional and segment differences, including language, regulations, and academic calendars; enable CSMs to personalize or hold communications when needed.
• Measure outreach reach, engagement, adoption impact, and CSM time saved; retire communications that are not effective.
• Analyze customer cohorts to identify patterns associated with risk and expansion, and focus team effort where it can improve outcomes.
• Define scaled-team adoption analytics needs and partner with CX Ops to build them.
• Report scaled-base health in actionable terms and provide data-driven business cases when the model needs investment.
• Travel to customer sites, conferences, and team onsites.

Benefits

• Competitive compensation.
• Ownership program participation for all full-time employees.
• Flexible work culture, with remote, hybrid, and in-office collaboration spaces 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, professional development tools, and tuition reimbursement.
• Technology and tools needed to do the work.
• Motivosity employee recognition program.
• Culture rooted in inclusivity, support, and meaningful connection.

What This Job Offers

• Job Type: Full-time
• Career Level: Director