Manager, Scaled Customer Success

Instrumentl

80d • $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. We are hiring a Manager, Scaled Customer Success to build and run our scaled CS motion, reporting to our VP of Customer Success. 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 that let a small team deliver real value at high volume. This is a hands-on leadership seat for someone who has actually run a scaled motion before and wants to build one from the ground up at a profitable, fast-moving company.

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, designing the customer journey for scale, and setting clear, data-driven goals for the team tied to activation, adoption, retention, and expansion.
• Manage, coach, and develop a team of roughly six Scaled Customer Success Managers, running effective 1:1s, conducting call and workflow reviews, and providing enablement.
• Build and own the operating rhythm for scale, including segmentation, health scoring, playbooks, and reporting. Stand up and improve systems like CRM workflows, lifecycle automation, and dashboards.
• Join customer calls and conversations as needed, including escalations and moments that need a leader in the room, guiding the team through complex customer situations and decision-making.

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