Director, Customer Health & CX Strategy

Instructure, Inc.; United States; À distance; USD 150 000 - 210 000; Plein temps

Résumé du poste

Instructure, Inc. is looking for a seasoned CX leader to design, build, and run an account-level customer health score, integrating product adoption, onboarding, services, support, sentiment, and community signals.

You will own the CX dashboard with leading and lagging indicators for executives, measure value realization, and translate survey and support data into strategic insights that shape roadmaps. The role also includes leading the CX operating cadence, defining coverage models, and

Responsabilités

• Own the account-level customer health score, bringing product adoption, onboarding, services, support, sentiment, and community signals into the score.
• Lead service design and automation work so AI across Support, Services, and Customer Success ties to customer health.
• Own CX dashboard with leading and lagging indicators for the leadership team and measure value realization including time to first value and adoption depth.
• Run the CX operating cadence with planning, performance reviews, and cross-functional CX operations council; define coverage models and capacity plans.
• Represent CX in product enhancement requests and roadmap conversations.

Description du poste

Instructure, Inc. is looking for a seasoned CX leader to design, build, and run an account-level customer health score, integrating product adoption, onboarding, services, support, sentiment, and community signals.

You will own the CX dashboard with leading and lagging indicators for executives, measure value realization, and translate survey and support data into strategic insights that shape roadmaps. The role also includes leading the CX operating cadence, defining coverage models, and