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
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: We are seeking a Director of Customer Success, Scaled to lead the teams serving our scaled customers and to build a motion that reaches all of them well. Your team covers our entire scaled and digital customer base: the largest part of our base. The Director of Digital Customer Success reports to you and runs the global digital team, and multiple Managers report to you covering the scaled segments. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Experience designing and running a scaled, pooled, or digital Customer Success model at volume, and evidence that it delivered outcomes rather than just coverage
- A track record of leading managers and leaders of leaders, not only individual contributors, and growing leaders who decide without you
- Experience standing up a new team or centralizing a function out of business units, including the transition work that protects customers while it happens
- Experience holding retention and bookings targets across a large portfolio, and the analytical judgment to work in cohorts rather than account by account
- Demonstrated ownership of automation in a customer-facing operation: what you automated, what stopped, and what measurably improved
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:
We are seeking a Director of Customer Success, Scaled to lead the teams serving our scaled customers and to build a motion that reaches all of them well. Your team covers our entire scaled and digital customer base: the largest part of our base. The Director of Digital Customer Success reports to you and runs the global digital team, and multiple Managers report to you covering the scaled segments.
This is a new role, and the managers and teams serving these customers sit in business units today. Part of your job is bringing them together into one team with one way of working, and running that transition so customers see continuity rather than a reorganization.
Align a new team from managers and Customer Success professionals who sit in business units today,...
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