Manager, Scaled Customer Success

Instrumentl

3d • $130,000 - $160,000

About The Position

Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. More than 5,500 nonprofits use Instrumentl to discover, track, and win grant funding. The company is growing more than 40% year over year. This role is for a Manager, Scaled Customer Success to build and run the scaled CS motion, reporting to the VP of Customer Success. As the customer base grows, CS is splitting into two motions: a book-of-business motion for high-touch accounts, and a scaled motion for the long tail of customers through data-driven, one-to-many engagement. This role will own the scaled side end-to-end, leading a team of roughly six Scaled Customer Success Managers and building the operating processes for high-volume support. This is a hands-on leadership seat for someone who has experience running a scaled motion and wants to build one from the ground up.

Requirements

• 5+ years in Customer Success, including direct people management of a CSM team, at a level where you owned team performance and development.
• Demonstrated ownership of a scaled, pooled, or digital-first CS motion that you actually ran, not just observed, with a track record of driving retention or expansion at high volume.
• A genuinely data-driven, operational approach: you build the segmentation, health scoring, playbooks, and reporting a scaled motion runs on rather than managing account by account.
• Proven ability to move fast and stay effective in a startup environment: comfortable with ambiguity, iterating in the open, and building process where none exists yet.

Nice To Haves

• Experience standing up a scaled motion from scratch, including the first version of the tooling and automation.
• Background working with a product-led or self-serve customer base alongside a sales-led motion.
• A real connection to the nonprofit sector or mission-driven work.
• Experience partnering closely with a peer manager who owns a separate CS segment.

Responsibilities

• Own the scaled motion, including day-to-day execution for supporting a high volume of lower-ACV customers through data-driven, one-to-one engagements.
• Design the customer journey for scale, defining touchpoints, plays, and automation to help customers reach value without a dedicated CSM for every account.
• Set clear, data-driven goals for the team tied to activation, adoption, retention, and expansion across the scaled book.
• Partner with the book-of-business motion to ensure smooth account transitions between segments.
• Manage, coach, and develop a team of roughly six Scaled Customer Success Managers.
• Run effective 1:1s focused on performance, skill development, and growth.
• Conduct call and workflow reviews and provide enablement to help the team improve their craft.
• Support goal-setting, feedback, and performance management in alignment with company values.
• Build and own the operating rhythm for scale, including segmentation, health scoring, playbooks, and reporting.
• Stand up and improve the systems the motion runs on, including CRM workflows, lifecycle automation, and dashboards.
• Use data and customer signals to guide team focus and catch risk early.
• Identify gaps in execution and proactively improve workflows and handoffs as the motion matures.
• Join customer calls and conversations as needed, including escalations and moments that require leadership presence.
• Guide the team through complex customer situations and decision-making.
• Model strong customer communication, empathy, and problem-solving in real interactions.

Benefits

• 100% covered health, dental, and vision insurance for employees (50% for dependents).
• Generous PTO, including parental leave.
• 401(k).
• Company laptop and home-office stipend.
• Bi-annual company retreats.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed