Manager, Scaled Customer Success

🕒 July 21

🇺🇸 United States – Remote

💵 $130k - $160k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 31%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Instrumentl

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🤝 Non-profit

⚡ Productivity

☁️ SaaS

💰 Seed Round on 2017-07

Non-profit • Productivity • SaaS

Instrumentl is a comprehensive grant management platform that streamlines the process for nonprofits, grant consultants, and universities to discover, apply for, and manage grants. It offers a vast database of over 400,000 funders and more than 20,000 curated grants to help users find the best-fit funding opportunities quickly. Instrumentl also enhances grant writing with AI technology, automates deadlines, manages tasks, and provides tools for collaboration and document management. Trusted by over 4,000 nonprofits, Instrumentl has facilitated more than $1 billion in active grants, supporting a range of critical missions.

📋 Description

• Own day-to-day execution of the scaled CS motion, supporting a high volume of lower-ACV customers through data-driven, one-on-one engagements • Design the customer journey for scale, including touchpoints, plays, and automation • Set data-driven goals tied to activation, adoption, retention, and expansion • Partner with the book-of-business motion to manage segment transitions and handoffs • Manage, coach, and develop roughly six Scaled Customer Success Managers • Run performance- and development-focused 1:1s • Conduct call and workflow reviews and provide enablement • Support goal-setting, feedback, and performance management • Build and own segmentation, health scoring, playbooks, operating rhythms, and reporting • Improve CRM workflows, lifecycle automation, and dashboards • Use customer data and signals to prioritize work and identify risk • Improve execution, workflows, and handoffs • Join customer calls, including escalations • Guide the team through complex customer situations • Model strong customer communication, empathy, and problem-solving

🎯 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

🏖️ 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 • Equity