Director, Customer Success
Core
Lead the NORAM K12 Customer Success team to drive adoption, expansion, and renewal for the Instructure product portfolio in K-12 education.
Role type
Director of Customer Success (Regional)
Builds
Customer success strategy, team structures, and business reviews for the NORAM K12 segment.
Domain
K-12 Education Technology (LMS)
Required skills
Team leadership (managers), K-12 market expertise, business forecasting, strategic partnership, data analytics, AI integration
Preferred skills
Executive relationship building, organizational design, cross-functional influence
Technologies
Gainsight, Salesforce
Responsibilities
Lead and coach a team of Managers and CSMs; own hiring, performance, and succession planning; set coaching standards and operating rhythms; co-own go-to-market strategy; drive adoption and expansion; manage renewal rates and pipeline; build executive relationships with districts and states; serve as an escalation point; advocate for customers with Product and Engineering; define global OKRs and playbooks.
Seniority
Director, hands-on leadership & strategy
