{"id":1219233,"url":"https://alion.io/job/instrumentl-manager-scaled-customer-success","title":"Manager, Scaled Customer Success","company":{"id":7296,"name":"Instrumentl","domain":"instrumentl.com","url":"https://alion.io/company/instrumentl","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":95,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":149,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-20T23:24:06Z","employer_posted_date":"2026-07-20","last_verified_at":"2026-11-01T09:32:49Z","board_verified":true,"closed_at":null,"days_open":103,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":103},"description":"About the role:\nWe'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.\nWhat you'll do:\nOwn the scaled motion\nOwn 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\nDesign the customer journey for scale: define the touchpoints, plays, and automation that help customers reach value without a dedicated CSM for every account\nSet clear, data-driven goals for the team tied to activation, adoption, retention, and expansion across the scaled book\nPartner with the book-of-business motion so accounts move cleanly between segments and customers never fall through the cracks\nPeople management & coaching\nManage, coach, and develop a team of roughly six Scaled Customer Success Managers\nRun effective 1:1s focused on performance, skill development, and growth\nConduct call and workflow reviews and provide enablement to help the team improve their craft\nSupport goal-setting, feedback, and performance management in alignment with company values\nOperational ownership & systems\nBuild and own the operating rhythm for scale: segmentation, health scoring, playbooks, and the reporting that tells you where to focus\nStand up and improve the systems the motion runs on, including CRM workflows, lifecycle automation, and dashboards\nUse data and customer signals to decide where the team spends its time and to catch risk early\nIdentify gaps in execution and proactively improve workflows and handoffs as the motion matures\nHands-on customer leadership\nJoin customer calls and conversations as needed, including escalations and moments that need a leader in the room\nGuide the team through complex customer situations and decision-making\nModel strong customer communication, empathy, and problem-solving in real interactions\nWhat we're looking for:\nRequired\n5+ years in Customer Success, including direct people management of a CSM team, at a level where you owned team performance and development\nDemonstrated 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\nA 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\nProven 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\nNice to have\nExperience standing up a scaled motion from scratch, including the first version of the tooling and automation\nBackground working with a product-led or self-serve customer base alongside a sales-led motion\nA real connection to the nonprofit sector or mission-driven work\nExperience partnering closely with a peer manager who owns a separate CS segment\nCompensation & Benefits\nFor 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.\nBenefits\n100% covered health, dental, and vision insurance for employees (50% for dependents).\nGenerous PTO, including parental leave.\n401(k).\nCompany laptop and home-office stipend.\nBi-annual company retreats.\nInstrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here!","description_format":"text","description_chars":4094,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Nonprofits & Foundations","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-09-25T11:35:34Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":0,"green_card_filings_12m":1,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.699,"p_room":0.9,"age_days":103,"expected_fill_days":149,"reasons":["conf:0","win:mid"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/instrumentl-manager-scaled-customer-success","json_url":"https://alion.io/job/instrumentl-manager-scaled-customer-success.json","meta":{"generated_at":"2026-11-01T09:44:47Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15049,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7296},"rest":"https://alion.io/mcp/rest/get_company?id=7296"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finstrumentl-manager-scaled-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finstrumentl-manager-scaled-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finstrumentl-manager-scaled-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/instrumentl-manager-scaled-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finstrumentl-manager-scaled-customer-success"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1219233}},{"tool":"search_jobs","arguments":{"company":"instrumentl.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1219233},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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