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, and Privacy to move new AI tools from pilot to production safely and quickly.

Measurement and insight

Own the CX dashboard: the leading and lagging indicators our leadership team runs the business on each week.

Measure value realization, including time to first value, adoption depth, and documented customer outcomes.

Turn customer survey, support, and community data into insight that shapes our roadmap, our plays, and our priorities.

Produce customer reporting that holds up in front of our executive team and board.

Operating rhythm and partnership

Run the CX operating cadence, including planning, performance reviews, and a cross-functional CX operations council.

Define coverage models and capacity plans for Customer Success and Professional Services.

Publish clear roles, swim lanes, and SOPs across CX and our commercial teams, with special care at the handoffs customers feel most.

Represent CX in product enhancement requests and roadmap conversations.

Leading the team

Lead a team of CX operations, systems, and insights professionals, and grow it into a group the whole company relies on.