instructure - Director, CX Strategy and Operations

• 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. • A history of producing customer and retention reporting for executive teams and boards. • Experience leading and developing managers and individual contributors. • Clear, direct communication. You can turn complex data into a point of view and defend it with executives. • Experience at a private equity-backed company, or in a company going through a major operating model change. • Background in education technology or another mission-driven market. • Experience designing renewal or expansion forecasting processes with Revenue Operations. • Familiarity with value realization or outcome-based customer success models. • Get in on all the awesome at Instructure! • We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect: • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success. • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location. • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs. • Comprehensive wellness programs and mental health support • Learning and development resources, including professional development tools and tuition reimbursement, to support your growth • The technology and tools you need to do your best work • Motivosity employee recognition program • A culture rooted in inclusivity, support, and meaningful connection • We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.