Director, Customer Success (Parchment)

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.