Empower learning with Instructure’s LMS and edtech solutions for K–12, higher education, and businesses. Discover Canvas, Impact, and Mastery to drive success. Backed by Bessemer and Insight.
About the role
You'll build and lead the function that tells us, early and accurately, which customers are getting value and which are at risk, and then make sure we act on it. As Director, CX Strategy and Operations, you'll report to and partner directly with our Chief Customer Officer, and own the signals, systems, and operating rhythm across our entire Customer Experience (CX) organization: Customer Success, Professional Services, Support, and Community. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 10+ years in operations, strategy, or analytics, with 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
- A track record of building or rebuilding a customer health model that predicted churn and expansion, and that leaders trusted enough to act on
- Hands-on experience putting AI or automation to work in post-sale operations, with results you can measure
- Strong data fluency. You can work in SQL or BI tools yourself, or direct data science and analytics partners with confidence
- Experience with customer success platforms, CRM, and product analytics tools, including implementing and improving them
More about this role
At Instructure , we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our mission is to amplify that potential by developing intuitive products that simplify learning, foster meaningful relationships, and inspire individuals to advance in their education and careers. We achieve this by giving smart, creative, and passionate people the opportunity to build exceptional solutions.
That's where you come in.
You'll build and lead the function that tells us, early and accurately, which customers are getting value and which are at risk, and then make sure we act on it. As Director, CX Strategy and Operations, you'll report to and partner directly with our Chief Customer Officer, and own the signals, systems, and operating rhythm across our...
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