Director, Customer Success

Responsibilities

• Lead a team of Managers who own the Strategic, Senior, Enterprise, Associate CSM, and CSA segments, coaching them to upskill and grow their teams.
• Own hiring, onboarding, performance, career development, and succession planning for the team, and build a bench that can absorb growth.
• Set the coaching standard: what good looks like in a value conversation, a renewal forecast, a risk escalation, and a Business Review.
• Design the organization: headcount, team structures, segmentation, and reporting lines that fit the strategy.
• Drive adoption and expansion across the Instructure product portfolio.
• Own the quality, cadence, and coverage of business reviews across the NORAM K12 portfolio, and define what a good one looks like.
• Build executive relationships with our most strategic districts, statewide consortiums, and state agencies, and join the conversations where a leader's presence changes the outcome.
• Act as an executive escalation point when needed, and stay the steady voice when a customer situation is tense.
• Support regional user groups, customer advisory work, and reference and advocacy programs.
• Partner with the global Customer Success Strategy team to shape plays, playbooks, value frameworks, and enablement, and make sure NORAM K12 realities are built in rather than bolted on.

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