Manager, Scaled Customer Success

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!