Director, CX Strategy and Operations

The posting, as Instructure, Inc. wrote it

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers.
We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in:

At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our mission is to amplify that potential by developing intuitive products that simplify learning, foster meaningful relationships, and inspire individuals to advance in their education and careers. We achieve this by giving smart, creative, and passionate people the opportunity to build exceptional solutions.

That's where you come in.

THE ROLE

You'll build and lead the function that tells us, early and accurately, which customers are getting value and which are at risk, and then make sure we act on it. As Director, CX Strategy and Operations, you'll report to and partner directly with our Chief Customer Officer, and own the signals, systems, and operating rhythm across our entire Customer Experience (CX) organization: Customer Success, Professional Services, Support, and Community.

You'll turn product usage, service, support, and community signals into one trusted view of customer health, put AI and automation to work where they move retention, and give our executive team and board a read on our customer base they can rely on.

You'll partner closely with Revenue Operations, Sales, Product, Data Science, Finance, IT, and Security. Schools, universities, and businesses rely on Canvas by Instructure and our wider product family every day. How well they succeed with us is the measure of this role.

WHAT YOU'LL OWN

CUSTOMER HEALTH AND RETENTION SIGNAL

• Design, build, and run one account-level customer health score, with each CX team owning a sub-score that rolls up to a single view.
• Bring product adoption and usage data into the score, alongside onboarding, services, support, sentiment, and community signals.
• Measure signal accuracy: how often the risk and growth signals we raise predict what actually happens at renewal.
• Build a single churn and loss taxonomy, so we know why customers leave or reduce spend and can act on it.
• Feed a clear risk and expansion signal into the company forecast, in partnership with Revenue Operations and Sales.

AI AND AUTOMATION

• Lead our service design and automation work, so agentic AI and automation across Support, Services, and Customer Success connect back to customer health and outcomes.
• Set the bar for every AI investment in CX: it has to show up in customer health and retention, not just in efficiency.
• Bring signal from AI support conversations, call recordings, and product usage into one view of trends and sentiment.
• Partner with IT, Security, an

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• 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.

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.

All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.

Any attempt to misrepresent personal or professional information will result in disqualification.