Salary Range: 175000 to 210000 (Currency: USD) (Pay period: per-year-salary)

Key Responsibilities:

• Leadership & Team Development: 
• Leading the CX Ops team through planning, hiring, and developing new hires into expert CX Ops professionals.
• Foster a culture of growth and innovation across the CX Operations team.
• Oversee tool and system needs for the CX team, including business requirements, vendor demos, implementation, and ongoing maintenance.
• Drive forward the Customer Experience Organization’s vision through strategic partnership and alignment with CX leadership and cross-functional partners.
• Collaboration & Stakeholder Management:
• Partnering with teams in Enablement, Engineering, GTM Systems, Product, Marketing, Revenue Strategy, Sales, BI, and Finance for CX project intake, prioritization, and handoffs.
• Representing Customer Experience in enhancement requests and product roadmap influence.
• Maintaining strong relationships with senior and executive stakeholders for cohesive execution of CX strategies.
• Partnering with teams for forecasting processes, performance tracking, and weekly forecasting rhythm.
• Operational Management:
• Oversee strategic CX initiatives, business process transformation, and execution of standard operating procedures (SOPs) for CSMs.
• Manage the rollout and expansion of the Customer Success Platform (CSP) and Customer Community platform.
• Oversee internal tools for system & process monitoring, product usage, and customer communication.
• Manage CSM, Renewals, Services coverage models and compensation plans.
• Ensure smooth renewal, upsell, and cross-sell processes, and support regional CX leadership in renewals, retention, and expansion efforts.
• Monitor customer health, internal staffing ratios, and retention for forecasting models.
• Data Analytics, Forecasting & Performance Tracking:
• Monitoring customer health, engagement, and retention to inform forecasts.
• Aggregating and analyzing customer survey data.
• Tracking and measuring the impact of enablement programs and operational initiatives.
• Reporting on and identifying trends in customer and product analytics.

Job Requirements:

• 1. Experience & Qualifications
• Years of Experience:
• Minimum of 5 years as a Customer Success Operations Manager or similar Operations role.
• 10+ years of Operations experience overall.
• 7+ years of experience in Customer Success, Coaching, or Training.
• Industry Knowledge:
• Proven expertise in Customer Experience operations, business analysis, and program management.
• Hands-on experience with Customer Relationship Management (CRM) tools and Success Tools (e.g., Gainsight, ChurnZero).
• Experience implementing and iterating upon Customer Success Platforms.
• 2. Leadership & Team Management
• Team Leadership:
• Extensive experience leading Operations teams, including employee management.
• Strong passion for driving growth through technology, process, and innovation.
• Stakeholder Management:
• Proven ability to manage relationships with senior and executive stakeholders.
• Ability to partner with leadership in Product, Revenue, and Marketing to drive growth.
• 3. Customer Experience Knowledge
• Customer Success Processes:
• Strong understanding of customer success methodologies and best practices.
• Experience with programmatic execution in customer success.
• Renewals Process:
• Strong understanding of renewal operations and methodologies and best practices.
• Understanding of Renewals forecasting and long range planning.
• 4. Project & Program Management
• Project Management:
• Ability to manage complex projects and execute customer experience initiatives.
• Experience in programmatic execution and program management.
• 5. Communication & Interpersonal Skills
• Stakeholder Communication:
• Strong communication skills, especially with executive-level stakeholders.
• Proven experience in presenting reports and data insights.
• Outstanding networking and relationship management skills.
• Collaboration:
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven ability to partner across departments and functions.
• 6. Problem-Solving & Adaptability
• Problem-Solving:
• Excellent problem-solving skills.
• Ability to proactively address challenges and adapt in a fast-paced environment.
• Continuous Improvement:
• Commitment to continuous improvement and innovation in processes and customer success practices.
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Get in on all the awesome at Instructure:

• 401k with company match
• HSA program, vision, voluntary life, and AD&D 
• Tuition reimbursement
• Lifestyle Spending Account
• Paid time off, 11 paid holidays, and flexible work schedules 
• Motivosity - employee recognition program