Director, Customer Success (Parchment)

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:

The Director of Customer Success for Parchment is a critical leadership role responsible for executing and refining the comprehensive customer success strategy across the entire Parchment business. 

This role will lead a team of four business units, overseeing the strategic direction, operational excellence, and overall health of Parchment's member base. Reporting directly to the SVP of Customer Success, you will be instrumental in ensuring an exceptional member experience, driving significant member retention, expansion, and advocacy, and contributing directly to Parchment's and Instructure's continued growth and market leadership.

You will be responsible for fostering deep, strategic relationships with our diverse member institutions (K-12, Higher Ed, Corporate), guiding your team to provide proactive support, and ensuring maximum value realization from Parchment's industry-leading eTranscript SAAS technology and credentialing solutions. 

This role demands a highly motivated, strategic, and professional CS leader who excels in a rapidly evolving environment and can navigate complex priorities to achieve ambitious business objectives. You will act as the primary operational and process leader, continuously informing and improving the Customer Success practice across Parchment.

• Strategic Leadership & Business Ownership:
• Develop, implement, and continually optimize the overarching Customer Success strategy for Parchment, aligning with company-wide goals for retention, expansion, and customer lifetime value.
• Own the strategic oversight and performance of Parchment's entire customer success portfolio, ensuring consistent high quality in member experience and service delivery across all segments.
• Drive and achieve quantitative revenue goals related to renewals and expansions across the entire Parchment member base, including accurate forecasting, pipeline management, and negotiation of key contracts.
• Ensure the successful attainment of critical Customer Success Key Performance Indicators (KPIs) such as Net Revenue Retention (NRR), Pipeline Generation, Bookings Attainment, and CSAT scores.
• Identify and leverage market trends to inform strategies for driving account growth and increasing customer adoption across the entire member base.
• Direct the establishment and refinement of sales methodologies within the CS team to enhance cross-sell and upsell motions and drive pipeline generation.
• Represent the voice of the customer within Parchment and Instructure, influencing product roadmap, service offerings, and go-to-market strategies based on member needs and insights.

• Team Leadership & Development:
• Lead, mentor, and develop a high-performing team, empowering them to effectively manage and coach their respective Customer Success teams/functions.
• Foster a culture of continuous improvement, professionalism, data-driven decision-making, and exceptional member-centricity within the Customer Success organization.
• Set clear performance objectives, provide regular feedback, and strategically support the professional growth and career development of your direct reports and the broader CS team.
• Promote an inclusive team environment, demonstrating genuine concern for the success and well-being of all team members.
• Oversee the strategic allocation of resources and workload balancing across the Customer Success teams to ensure high quality outcomes and sustainable performance.

• Member Experience & Outcomes:
• Define, oversee, and ensure the consistent cultivation of exceptional member experiences across the entire Parchment member base by guiding strategic engagement, proactive support, and effective issue resolution at scale.
• Drive strong member adoption and utilization of Parchment products and services, showcasing their capabilities and how they solve complex member business challenges.
• Direct the development and execution of strategic member engagement plans that build deep, meaningful relationships at all levels within member organizations.
• Ensure timely renewals of existing members and strategically identify and capitalize on opportunities to expand the value of existing relationships through price increases, cross-sells, and lead generation.
• Strategically manage and resolve escalated customer needs and issues, ensuring comprehensive and satisfactory outcomes.
• Serve as a senior customer advocate, providing critical feedback and insights from the field to the Product and Engineering teams to improve the platform and better solve customer challenges.

• Cross-functional Collaboration & Advocacy:
• Serve as a key strategic partner to senior leaders across Product, Engineering, Sales, Marketing, Regulatory, Legal, and other Instructure departments to ensure seamless alignment and execution of initiatives.
• Champion Parchment products and services accurately and compellingly to internal and external stakeholders, including conducting dynamic and well-informed presentations of key results and strategic insights to executive audiences.
• Leverage strong business relationships across Parchment's functions and within the broader Instructure organization, and actively connect and collaborate with leaders across the global Customer Success & Renewals teams, staying up-to-date with global initiatives.
• Drive continuous process improvement initiatives for the Customer Success team, ensuring efficient and effective operations that scale with rapid growth.

• Bachelor's Degree in Business, Education, Technology, or a related field.
• Minimum of 10+ years of progressive experience in Customer Success, Account Management, or Sales leadership roles within a SaaS environment, preferably in EdTech or a related industry.
• Proven experience managing a book of business and driving significant revenue, with direct responsibility for renewals, upsells, and expansions in a large-scale enterprise or strategic account setting (e.g., managing a portfolio generating $5M+ annually).
• Demonstrated success in leading and managing teams, including at least 2+ years of experience managing direct reports.
• Passion for the education industry and a deep understanding of the challenges and opportunities within the credentialing landscape.
• Excellent written and verbal communication skills, including advanced presentation and public speaking ability to executive audiences.
• Advanced computer proficiency with CRM systems (e.g., Salesforce.com), Customer Success platforms (e.g., Gainsight), project management tools (e.g., JIRA), business intelligence tools (e.g., Tableau), and MS Office Suite.
• Ability to prioritize, multitask, and perform effectively under pressure in a high-growth environment.
• Ability to travel 25-40% annually for strategic engagements, conferences, and team meetings, with seasons of more intense travel.

• MBA or a Master's degree in a relevant field.
• Previous experience at a Director level in a Customer Success or related function.
• Experience working within a larger corporate structure or a company acquired by a larger entity (e.g., Instructure).
• Demonstrated experience in project management, change management, or strategic consulting.
• Deep expertise in the credentialing, admissions, or student information system (SIS)/ERP ecosystem.

• 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 and participation in Instructure’s equity program
• Flexible schedules and a remote-friendly culture, with hybrid or onsite work available in some regions for specific jobs. 
• Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be — and when we openly welcome those ideas, our environment is better and our business is stronger.

At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.

All Instructure employees are required to successfully pass a background check upon being hired.