Manager, Scaled Customer Success

Job description

## Hello, we’re Instrumentl. 👋 Nonprofits do some of the most important work in the world, and most of them are still managing grants in spreadsheets. We're fixing that. [Instrumentl](https://www.instrumentl.com/) 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, from local community organizations to the San Diego Zoo and the University of Alaska. Collectively they’ve moved over $1 billion through our platform. We're growing quickly, customers love us (check out our G2 reviews!), and we're hiring people who want to build something that matters. ### About the role: We're hiring a **Manager, Scaled Customer Success** to build and run our scaled CS motion, reporting to our VP of Customer Success. As our customer base grows, we're splitting CS into two motions: a book-of-business motion for our highest-touch accounts, and a scaled motion that reaches the long tail of customers through data-driven, one-to-many engagement. You'll 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. ### What you'll do: **Own the scaled motion** - Own day-to-day execution of the scaled CS motion, where a small team supports a high volume of lower-ACV customers through data-driven, one-on-one engagements - Design the customer journey for scale: define the touchpoints, plays, and automation that 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 so accounts move cleanly between segments and customers never fall through the cracks **People management & coaching** - 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 **Operational ownership & systems** - Build and own the operating rhythm for scale: segmentation, health scoring, playbooks, and the reporting that tells you where to focus - Stand up and improve the systems the motion runs on, including CRM workflows, lifecycle automation, and dashboards - Use data and customer signals to decide where the team spends its time and to catch risk early - Identify gaps in execution and proactively improve workflows and handoffs as the motion matures **Hands-on customer leadership** - Join customer calls and conversations as needed, including escalations and moments that need a leader in the room - Guide the team through complex customer situations and decision-making - Model strong customer communication, empathy, and problem-solving in real interactions ### What we're looking for: **Required** - 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 have** - 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 ### Compensation & Benefits For US-based candidates, the target salary range is **$130,000–$160,000** USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location. **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. Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here!