Remote opportunity at
InstructureDirector, Customer Success
Instructure is seeking a Director, Customer Success to lead the NORAM K12 Customer Success organization. In this full-time remote role, the director will guide a team…
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About This Role
Instructure is seeking a Director, Customer Success to lead the NORAM K12 Customer Success organization. In this full-time remote role, the director will guide a team of managers, customer success managers, and customer success associates to support school districts, statewide consortiums, and state agencies. The position involves collaborating daily with sales, renewals, marketing, services, support, and product teams to drive product adoption, manage renewal rates, and generate pipeline. The ideal…
Job Description
Instructure is seeking a Director, Customer Success to lead the NORAM K12 Customer Success organization. In this full-time remote role, the director will guide a team of managers, customer success managers, and customer success associates to support school districts, statewide consortiums, and state agencies. The position involves collaborating daily with sales, renewals, marketing, services, support, and product teams to drive product adoption, manage renewal rates, and generate pipeline.
The ideal candidate will translate company vision into actionable execution, lead other managers, and build effective organizational structures and segmentation models. Responsibilities include setting coaching standards, running forecast calls, managing territory coverage, and acting as an executive escalation point. This role requires deep familiarity with the K-12 education market, including procurement, funding cycles, and state budgets, alongside proficiency with tools like Gainsight and Salesforce.
Instructure provides competitive compensation, participation in an ownership program for full-time employees, flexible work arrangements, and generous time off including a late December recharge period. Additional offerings include wellness programs, mental health support, professional development resources, tuition reimbursement, and the Motivosity employee recognition program. All candidates must complete a background check and identity verification process during hiring.
Responsibilities
- Lead a team of managers overseeing strategic, senior, enterprise, associate CSM, and CSA segments
- Own hiring, onboarding, performance management, career development, and succession planning
- Establish coaching standards for value conversations, renewal forecasts, risk escalations, and business reviews
- Co-own go-to-market strategy with sales leaders and cross-functional partners
- Share accountability for renewal rates, pipeline generation, and non-renewal bookings
- Produce accurate forecasts and identify potential risks early
- Build executive relationships with strategic school districts and state agencies
- Advocate for customer needs with product, engineering, support, and marketing teams
Requirements
- Experience turning corporate vision into actionable team execution within a post-sales, customer success, or account management organization
- Track record of managing people leaders and developing autonomous managers
- Experience designing team structures, spans, and segmentation models
- Ability to forecast a book of business accurately and measure the impact of risk and expansion
- Deep knowledge of the K-12 education sector, including procurement realities and budget cycles
- Proficiency with analytics tools, Salesforce, and Gainsight
- Willingness to travel to team onsites, conferences, and customer sites
Qualifications
- Bachelor's degree or equivalent work experience
Core Skills
Benefits
- Competitive compensation package
- Participation in the company ownership program
- Flexible work culture with remote, hybrid, and in-office options depending on the role
- Generous paid time off including local holidays and a late December Dim the Lights recharge period
- Comprehensive wellness programs and mental health support
- Learning and development tools alongside tuition reimbursement
- Motivosity employee recognition program
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Director, Customer Success role?
The salary ranges from USD 160,000 to 185,000 per year.
Is this position remote?
Yes, the source posting indicates that the role is remote.
What are the travel expectations for this position?
The position requires a willingness to travel to customer sites, industry conferences, and team onsites.
What is the employment type?
The posting specifies that this is a full-time position.
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