Director of Customer Success - Parchment

Employment Type: Full-time

Position Overview

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.

Responsibilities

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 delivery of exceptional member experiences and outcomes across the Parchment customer base.
• Drive proactive engagement strategies to ensure members are maximizing the value of their Parchment solutions, leading to increased adoption and satisfaction.
• Develop and implement effective strategies to mitigate churn and identify opportunities for account expansion and advocacy.
• Champion customer feedback mechanisms and ensure insights are translated into actionable improvements for products and services.

Requirements

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Application Instructions

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Company Information

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.