Director, Customer Success

Instructure

. Lead the NORAM K12 Customer Success team and its Managers, Customer Success Managers, and Customer Success Associates .

Posted 10/13/2026full-timeRemote • United StatesLead💰 $160,000 - $185,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams, developing talent, and executing go-to-market strategies within the K-12 education sector. Proficient in forecasting, risk management, and building strong executive relationships to drive product adoption and customer satisfaction.

Highest-signal resume keywords

K-12 Education Market ExpertiseLeadership DevelopmentForecasting and Risk ManagementGainsight and Salesforce ProficiencyAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementTeam Structure DevelopmentPerformance ManagementBusiness Review ExecutionForecastingSegmentation ModelsAI Utilization in OperationsValue FrameworksOKR OwnershipPipeline Generation

Soft Skills

Influencing Without AuthorityExceptional CommunicationDecisive JudgmentCoaching and MentoringRelationship Building

Tools & Technologies

GainsightSalesforceReporting Tools

Certifications & Qualifications

Bachelor's Degree or Equivalent ExperienceBackground Check Clearance

Industry Keywords

K-12 EducationFunding CyclesProcurementDistrict ChallengesCustomer Advocacy

About the role

Key responsibilities & impact

Lead the NORAM K12 Customer Success team and its Managers, Customer Success Managers, and Customer Success Associates
Coach Managers to upskill and grow their teams
Own hiring, onboarding, performance, career development, and succession planning
Establish coaching standards for value conversations, renewal forecasts, risk escalations, and Business Reviews
Maintain operating rhythms including 1:1s, team meetings, forecast calls, and business reviews
Balance workload and territory coverage across teams
Design headcount, team structures, segmentation, and reporting lines
Co-own go-to-market strategy with Sales and cross-functional partners
Drive product adoption and expansion across the Instructure portfolio
Share accountability for renewal rate, pipeline generation, and non-renewal bookings
Run accurate forecasts and surface risk early
Own the quality, cadence, and coverage of business reviews
Build executive relationships with strategic districts, statewide consortiums, and state agencies
Serve as an executive escalation point
Act as a K-12 market expert on funding cycles, procurement, policy shifts, and district challenges
Advocate for NORAM K12 customers with Product, Engineering, Support, and Marketing
Support regional user groups, customer advisory work, and reference and advocacy programs
Shape global Customer Success plays, playbooks, value frameworks, and enablement
Lead regional rollout of global initiatives and drive adoption
Collaborate with Customer Success leaders across regions and segments
Define global expectations and accountability frameworks
Own Customer Success organizational OKRs

Requirements

What you’ll need

Experience turning company vision into executable work in a Customer Success, account management, or post-sales organization
Track record of leading managers and developing leaders
Experience building team structures, spans, and segmentation models
Strong leadership presence with customers and internal executives
Ability to influence decisions without formal authority
Experience accurately forecasting a book of business and sizing risk and expansion opportunities
Deep knowledge of the K-12 education market, including district and state budget cycles, procurement, funding sources, and school-system decision-making
Experience using AI to fundamentally change team operations
Strong analytical skills
Ability to work in Gainsight, Salesforce, and reporting tools
Exceptional written and verbal communication skills
Calm, decisive judgment in ambiguous, high-stakes situations
Willingness to travel to customer sites, conferences, and team onsites
Bachelor's degree or equivalent experience
Must pass a background check
Candidates may need to verify legal name, current physical location, valid contact number, and residential address

Benefits

Comp & perks

Competitive compensation
Full-time employee ownership program
Flexible work culture
Generous time off, including local holidays and annual “Dim the Lights” period
Comprehensive wellness programs and mental health support
Learning and development resources
Professional development tools
Tuition reimbursement
Technology and tools needed to do your best work
Motivosity employee recognition program
Inclusive, supportive culture
Background check and identity verification as part of the hiring process