Director, CX Strategy and Operations (B2B SaaS)

Location: US-REMOTE; remote role.

Salary: $165K–$180K.

Company

Instructure develops products that support learning, education, career advancement, and meaningful relationships, including Canvas and the wider hirify.global product family.

What you will do

• Design and operate an account-level customer health score combining product adoption, onboarding, services, support, sentiment, and community signals.
• Lead AI, agentic automation, and service design across Customer Success, Professional Services, and Support, moving tools safely from pilot to production with IT, Security, and Privacy.
• Own CX dashboards, value-realization measurement, customer outcome reporting, and executive and board-level insights.
• Run CX planning, performance reviews, the cross-functional operations council, coverage models, capacity plans, SOPs, and commercial handoffs.
• Represent CX in product enhancement and roadmap discussions.
• Lead and develop CX operations, systems, and insights professionals through coaching, hiring, and career development.

Requirements

• 10+ years in operations, strategy, or analytics, including significant experience leading Customer Success or Customer Experience operations at a B2B SaaS company.
• Experience leading operations across multiple post-sale functions, such as Customer Success, Professional Services, Support, or Community.
• Track record of building or rebuilding customer health models that predict churn and expansion and are trusted by leaders.
• Hands-on experience applying AI or automation in post-sale operations with measurable results.
• Strong data fluency, including the ability to use SQL or BI tools directly or confidently direct data science and analytics partners.
• Experience implementing and improving customer success platforms, CRM, and product analytics tools.
• History of producing customer and retention reporting for executive teams and boards.
• Experience leading and developing managers and individual contributors.
• Clear, direct communication and the ability to turn complex data into an executive-level point of view and defend it.

Nice to have

• Experience at a private equity-backed company or during a major operating model change.
• Education technology or another mission-driven market background.
• Experience designing renewal or expansion forecasting processes with Revenue Operations.
• Familiarity with value realization or outcome-based customer success models.

Culture & Benefits

• Full-time employees participate in an ownership program and receive competitive compensation.
• Remote, hybrid, and in-office collaboration arrangements vary by role, team, and location; this role is remote in the US.
• Generous time off, local holidays, and an annual late-December “Dim the Lights” period based on departmental needs.
• Wellness and mental health support, learning resources, professional development tools, and tuition reimbursement.
• Technology, recognition programs, and an inclusive culture focused on support and meaningful connection.
• Background checks and identity verification are required; candidates may need to verify their legal name, current physical location, contact number, and residential address.