Instructure

Senior Manager, Customer Experience Operations

Instructure

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $130,000 - $160,000 per year

Job Level

Senior

About the role

  • Establish the CS Operating Model: Design and own the "Rhythm of the Business" (ROB), defining the global cadence for renewal forecast calls, pipeline reviews, and QBRs to ensure consistency across business units.
  • Strategic Execution Partner: Serve as the primary operational partner to CS leadership (e.g., SVP of CS & Renewals), translating strategies into actionable playbooks and workflows.
  • Lead CX Systems Strategy: Manage and mentor the CX Systems Lead. Set the roadmap for system evolution (Gainsight, Salesforce), acting as the business architect while your report delivers technical configuration.
  • Performance Management & Insights: Define key performance metrics in partnership with the Insights team, ensuring CS leaders have visibility into NRR, health scores, and team productivity.
  • Cross-Functional Orchestration: Represent CS in Revenue Operations forums, aligning with Sales Ops, Marketing, and Finance to integrate the customer journey with the broader GTM strategy.
  • Change Management: Lead change initiatives for new CS motions, including stakeholder mapping, communication planning, and frontline rollout to drive adoption.

Requirements

  • 5+ years in CS Operations or GTM Business Operations, with experience at a high-growth SaaS company (deep understanding of NRR, Retention, NPS, and Expansion levers).
  • People leadership experience, including managing technical individual contributors and directing systems-focused team members toward business outcomes.
  • Proven track record of operational design—building operating models, cadences, RACIs, and process maps in a matrixed environment.
  • Strong business acumen—able to connect daily CSM activities to the company's P&L and Board goals, and communicate at the C-suite level.
  • Deep functional knowledge of Salesforce and Gainsight for supporting business processes (not as an administrator, but as a business partner/user).
Benefits
  • Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
  • Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
  • Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
  • 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
  • Motivosity employee recognition program
  • A culture rooted in inclusivity, support, and meaningful connection
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
operational designperformance managementkey performance metricsbusiness architecturechange managementprocess mappingcustomer journey integrationpipeline reviewsrenewal forecaststrategic execution
Soft Skills
people leadershipcommunicationcross-functional collaborationbusiness acumenmentoringstakeholder mappingstrategic thinkingactionable playbook developmentvisibility into metricsdriving adoption