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Director of Customer Success – Scaled Strategy
Instructure. Lead the NORAM scaled Customer Success team .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and scaling Customer Success teams, with a focus on designing effective customer journeys and implementing AI-driven operations. Proven ability to develop strategies that enhance customer engagement and retention across diverse business units.
Highest-signal resume keywords
Scaled Customer Success Model DesignLeadership and Team DevelopmentCustomer Journey DesignAI and Automation ImplementationAnalytical Skills in Gainsight and Salesforce
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success StrategyTeam Structure DesignPerformance ManagementRetention and Bookings Target ManagementData-Driven Decision Making
Soft Skills
Exceptional Communication SkillsCalm Under PressureDecisive Judgment
Tools & Technologies
GainsightSalesforceProduct Analytics Tools
Industry Keywords
Customer Success1:Many ProgramsCohort AnalysisDigital StrategyOperational Accountability
About the role
Key responsibilities & impact- Lead the NORAM scaled Customer Success team
- Align managers and Customer Success professionals from business units into one team and strategy
- Lead managers responsible for scaled segments and coach them to grow their teams
- Own hiring, onboarding, performance, career development, and succession planning
- Define coaching standards for persona-based plans, 1:many engagement, risk signals, and value conversations
- Design headcount, team structures, coverage ratios, and reporting lines
- Establish operating rhythms and manager accountability
- Partner with Sales and Renewals on forecasts, renewals, and expansion
- Architect the Global Customer Success strategy and own the scaled perspective
- Develop plays, playbooks, value frameworks, and scaled enablement
- Define global scaled coverage expectations and accountability frameworks
- Own Customer Success organizational OKRs
- Define the global Scaled and Digital strategy and customer journey
- Design synchronous and asynchronous operations and coverage handoffs
- Build persona-based plans and 1:many programs for value realization
- Use AI and automation to scale team coverage
- Own global 1:many customer outreach, lifecycle communications, calendar, and governance
- Coordinate Customer Success communications with Marketing, Product Marketing, Communications, and Enablement
- Measure outreach reach, engagement, adoption impact, and CSM time savings
- Analyze cohorts to identify retention risk and expansion patterns
- Define adoption analytics needs and partner with CX Ops
- Report scaled-base health and develop data-driven investment cases
Requirements
What you’ll need- Experience designing and running a scaled, pooled, or digital Customer Success model at volume, with delivered outcomes
- Track record of leading managers and growing independent leaders
- Experience standing up a new team or centralizing a function from business units
- Experience building team structures, coverage models, and segmentation
- Strong leadership presence with customers and internal executives
- Experience holding retention and bookings targets across a large portfolio
- Analytical judgment to work in cohorts rather than account by account
- Experience designing customer journeys and 1:many programs, including human-to-digital coverage handoffs
- Experience using AI to fundamentally change team operations
- Strong analytical skills and ability to work in Gainsight, Salesforce, product analytics, and reporting tools
- Experience building initiatives that work across every region
- Exceptional written and verbal communication skills
- Calm, decisive presence under pressure and judgment in ambiguous, high-stakes situations
- Willingness to travel to customer sites, conferences, and team onsites
- A bachelor's degree or equivalent experience
- All employees must pass a background check
- Candidates may be required 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 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 with meaningful connection