Sr Manager, Customer Experience Operations

Role Overview

Sr. Manager, Customer Experience (CX) Operations will lead operations for Instructure’s global Customer Success business units. Reporting to the Sr. Director, Customer Experience Strategy & Operations, the role establishes the operating model, management rhythm, and execution framework to help CS leaders achieve their goals.

Responsibilities

• Establish the CS Operating Model
  • Own the “Rhythm of the Business (ROB)”: define global cadence for renewal forecast calls, pipeline reviews, and QBRs.
• Strategic Execution Partner
  • Partner with CS leadership (e.g., SVP of CS & Renewals) to translate strategy into actionable playbooks and workflows.
• Lead CX Systems Strategy
  • Manage and mentor the CX Systems Lead.
  • Set the roadmap for CX systems evolution, including Gainsight and Salesforce (business architect mindset; technical configuration delivered by the lead).
• Performance Management & Insights
  • Define key performance metrics with the Insights team (e.g., NRR, health scores, team productivity).
• Cross-Functional Orchestration
  • Represent CS in Revenue Operations forums to align with Sales Ops, Marketing, and Finance and integrate the customer journey into broader GTM strategy.
• Change Management
  • Lead change initiatives for new CS motions: stakeholder mapping, communication planning, and frontline rollout to drive adoption.

Requirements

• 5+ years in Customer Success Operations or GTM Business Operations at a high-growth SaaS company.
• Deep understanding of NRR, retention, NPS, and expansion levers.
• People leadership experience managing technical individual contributors and systems-focused team members.
• Proven operational design experience building operating models, cadences, RACIs, and process maps in a matrixed environment.
• Strong business acumen connecting day-to-day CSM work to P&L and Board goals; ability to communicate at the C-suite level.
• Functional (business-partner) knowledge of Salesforce and Gainsight.

Nice to Have

• Experience in CX roles such as Global Support, Community, Renewals, or Chief of Staff within SaaS GTM.
• EdTech experience and understanding of K-12 and Higher Ed fiscal year buying cycles.