Senior Director of Customer Experience Operations, Instructure
$175-210k
Dynamic learning management platform
Open for applications
Dynamic learning management platform
1001+ employees
Open for applications
$175-210k
1001+ employees
Company mission
To elevate student success, amplify the power of teaching, and inspire everyone to learn together.
Role
Who you are
- 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
- 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
- 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
- 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
- Ability to manage complex projects and execute customer experience initiatives
- Experience in programmatic execution and program management
- Strong communication skills, especially with executive-level stakeholders
- Proven experience in presenting reports and data insights
- Outstanding networking and relationship management skills
- Ability to work independently and collaboratively in a fast-paced environment
- Proven ability to partner across departments and functions
- 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
What the job involves
- As the Senior Director of Customer Experience Operations, you will be the strategic partner and point person for the Chief Customer Officer and lead process, systems, and business intelligence strategy and execution across four areas of our Customer Experience (CX) organization: Customer Success Management, Professional Services, Renewal Management, and Voice of Customer
- In addition to streamlining CX operations, you'll maintain a business-development perspective, identify growth opportunities and collaborate cross-functionally to drive innovation across the organization
- To do this you'll work closely with Revenue Operations, Enterprise Systems, Sales, and Product teams to develop scalable solutions, impact organizational metrics, and ensure alignment with our Go-to-Market strategy
- 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
- 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
- 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
Our take
Instructure is an education technology company, creator of the Canvas Learning Management Platform that allows schools to build the digital learning environment that meets the unique challenges faced by their institution. The platform simplifies teaching, elevates learning, and eliminates the headaches of supporting and growing traditional learning technologies.
The Canvas platform has grown to become a key part of a large number of educational institutions, from pre-school to higher education and beyond. Much of Instructure's workforce is dedicated to R&D, which is unusual for a company of their size, and shows their focus on innovating.
Founded back in 2008, the company has claimed numerous successes, including going international and hitting the $1 billion market cap. It has made a number of acquisitions, most recently of Concentric Sky and LearnPlatform. The former saw Instructure incorporate Sky's "Badgr" into its ecosystem as "Canvas Badges", whereas the latter adds evidence-based insights to the platform - both cementing its commitment to building the education industry's most integrated teaching and learning platform to support lifelong learning.
Instructure was itself acquired in 2024 by KKR, which will support a broad-based equity ownership program for Instructure employees. This strategy is based on a strategy of employee ownership as a cause of stronger companies. The move is a promising one considering KKRs track record of acquired companies, but time will tell how Intructure fares.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Jun 2016
$4m
SERIES A
Aug 2015
$1.5m
CONVERTIBLE
Total funding: $5.5m
Company benefits
- Equity and 401k
- Medical, dental, disability, and life insurance
- HSA program, vision, voluntary life, and AD&D
- Tuition reimbursement
- Work-from-home flexibility and flex time off
- Gym club reimbursements and rewards-based fitness tracking
- Professional learning and career development opportunities, including Basecamp Employee Development Week!
- An innovative community of passionate educators and learners
Company values
- Openness - We’re open to new people, new ideas, and new opportunities. We strive to be collaborative in our projects, transparent about our intentions, and curious about how things work and how to make them better. Open minds open doors
- Relationships - We're all about building meaningful relationships based on trust, respect, and mutual success, whether they're peer-peer, teacher-student, manager-employee, or company-customer. People come first
- Equality - We aspire to offer an inclusive and welcoming culture, and we believe people deserve equal access to opportunities and resources. You can't have equality without equity
- Ownership - We're all accountable for excellence in our work and our actions, and we stand behind our products and services. Say. Do. Repeat
- Simplicity - Our software makes lifelong learning easier. We strive for clarity and ease of use across the board, from product design to communication to customer experience. Simpler is smarter
Company HQ
Cottonwood Heights, UT
Articles
Leadership
Steve Daly
(CEO, not founder)They have a BS in Mechanical Engineering and a MBA in Strategy and Finance with more than 20 years experience in hardware and software industries.
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