Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

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

• Mentor Managers to enhance their skills and foster team growth.

• Oversee hiring, onboarding, performance management, career development, and succession planning.

• Set standards for coaching in areas such as value conversations, renewal forecasts, risk escalations, and Business Reviews.

• Maintain operational rhythms through 1:1s, team meetings, forecast calls, and business reviews.

• Distribute workload and territory coverage effectively across teams.

• Design team structures, headcount, segmentation, and reporting lines.

• Collaborate on go-to-market strategies with Sales and cross-functional partners.

• Propel product adoption and expansion within the Instructure portfolio.

• Share responsibility for renewal rates, pipeline generation, and non-renewal bookings.

• Conduct accurate forecasts and identify risks early.

• Manage the quality, frequency, and scope of business reviews.

• Cultivate executive relationships with strategic districts, statewide consortiums, and state agencies.

• Act as an escalation point for executives.

• Serve as a K-12 market expert on funding cycles, procurement, policy changes, and district challenges.

• Advocate for NORAM K12 customers with teams in Product, Engineering, Support, and Marketing.

• Assist regional user groups, customer advisory initiatives, and reference and advocacy programs.

• Shape global Customer Success strategies, playbooks, value frameworks, and enablement initiatives.

• Lead the regional implementation of global initiatives and promote adoption.

• Collaborate with Customer Success leaders across different regions and segments.

• Define global expectations and accountability frameworks.

• Manage Customer Success organizational OKRs.

⛳️ Requirements

• Proven experience translating company vision into actionable tasks within a Customer Success, account management, or post-sales environment.

• Demonstrated success in leading managers and nurturing leadership talent.

• Experience in building team structures, spans, and segmentation models.

• Strong leadership presence with customers and internal executives.

• Capacity to influence decisions without formal authority.

• Experience in accurately forecasting business metrics and assessing risk and expansion opportunities.

• In-depth understanding of the K-12 education market, including district and state budget cycles, procurement processes, funding sources, and school-system decision-making.

• Familiarity with utilizing AI to significantly enhance team operations.

• Strong analytical capabilities.

• Proficient in using Gainsight, Salesforce, and various reporting tools.

• Excellent written and verbal communication skills.

• Composed and decisive judgment in ambiguous, high-stakes situations.

• Willingness to travel to customer locations, conferences, and team gatherings.

• Bachelor's degree or equivalent professional experience.

• Must successfully pass a background check.

• Candidates may need to confirm their legal name, current physical location, valid contact number, and residential address.

🏝️ Benefits

• Competitive compensation.

• Full-time employee ownership program.

• Flexible work culture.

• Generous time off, including local holidays and an annual “Dim the Lights” period.

• Comprehensive wellness programs and mental health support.

• Access to learning and development resources.

• Tools for professional development.

• Tuition reimbursement.

• Necessary technology and tools to excel in your role.

• Motivosity employee recognition program.

• An inclusive and supportive culture.

• Background check and identity verification as part of the hiring process.