Director, CX Strategy – Operations

Instructure

. Build and lead the CX Strategy and Operations function .

Posted 11/5/2026full-timeRemote • United StatesLead💰 $165,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading Customer Experience (CX) Strategy and Operations, with a strong focus on customer health metrics, AI integration, and cross-functional collaboration. Proven ability to drive measurable outcomes through data analysis, customer success platforms, and effective communication with executive leadership.

Highest-signal resume keywords

Customer Success Operations LeadershipAI Implementation in Post-Sale OperationsData Fluency Including SQL and BI ToolsCustomer Health Model DevelopmentExecutive Reporting and Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health Score DesignChurn and Loss Taxonomy DevelopmentTrend and Sentiment AnalysisCapacity PlanningSOP DevelopmentData-Driven Decision MakingCustomer Retention ReportingAccount-Level MetricsService DesignAI/Automation Initiatives

Soft Skills

Clear CommunicationCoaching and DevelopmentCross-Functional CollaborationStrategic ThinkingProblem Solving

Tools & Technologies

Customer Success PlatformsCRM SystemsProduct Analytics ToolsBI ToolsAI Tools

Industry Keywords

B2B SaaSCustomer ExperienceCustomer SuccessProfessional ServicesSupport Operations

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Build and lead the CX Strategy and Operations function
Own customer health signals, systems, and operating rhythm across Customer Success, Professional Services, Support, and Community
Design and operate an account-level customer health score incorporating product adoption, onboarding, services, support, sentiment, and community signals
Measure signal accuracy against renewal outcomes and establish a churn and loss taxonomy
Feed risk and expansion signals into company forecasting with Revenue Operations and Sales
Lead service design and AI/automation initiatives across Support, Services, and Customer Success
Integrate AI support conversations, call recordings, and product usage into trend and sentiment analysis
Partner with IT, Security, and Privacy to move AI tools safely from pilot to production
Own CX dashboards and measure value realization, adoption, and customer outcomes
Turn survey, support, and community data into roadmap, play, and priority insights
Produce executive and board-level customer reporting
Run CX planning, performance reviews, and the cross-functional CX operations council
Define coverage models and capacity plans for Customer Success and Professional Services
Publish roles, swim lanes, and SOPs across CX and commercial teams
Represent CX in product enhancement and roadmap discussions
Lead and develop CX operations, systems, and insights professionals through coaching, hiring, and career paths
Build bench strength and remove single points of failure

Requirements

What you’ll need

10+ years in operations, strategy, or analytics
Significant experience 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
Track record of building or rebuilding a customer health model that predicted churn and expansion
Hands-on experience implementing AI or automation in post-sale operations with measurable results
Strong data fluency, including SQL or BI tools, or ability to direct data science and analytics partners
Experience with customer success platforms, CRM, and product analytics tools, including implementation and improvement
History of producing customer and retention reporting for executive teams and boards
Experience leading and developing managers and individual contributors
Clear, direct communication and ability to defend data-driven viewpoints with executives
All employees must pass a background check
Candidates may be asked to verify their legal name, current physical location, valid contact number, and residential address

Benefits

Comp & perks

Competitive compensation
Ownership program for all full-time employees
Flexible work culture
Generous time off, including local holidays and annual “Dim the Lights” period in late December
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