Senior Manager, Customer Experience Operations

Instructure

. 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.

Posted 4/10/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $130,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

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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