Manager, Scaled Customer Success

Instrumentl is a profitable SaaS platform helping nonprofit organizations discover, track, and win grant funding. The Manager, Scaled Customer Success will build and run the scaled customer success motion, lead a team of approximately six Scaled Customer Success Managers, and establish data-driven processes, systems, and customer engagement strategies. The role also involves coaching the team and supporting complex customer situations and escalations.

Responsibilities:

• 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
• 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: 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
• 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

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
• 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