Instrumentl

6 months ago

Manager, Scaled Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Own and run a scaled customer success motion for lower-ACV customers, using data-driven one-to-one engagement at high volume. Design the scaled customer journey (touchpoints, plays, automation) and set goals across activation, adoption, retention, and expansion. Manage and coach a team of ~six Scaled Customer Success Managers while building operating rhythms, segmentation, health scoring, playbooks, CRM workflows, and dashboards to surface risk early.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•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 scaled customer journey by defining touchpoints, plays, and automation to drive customers to value without dedicated CSM coverage.
•Set data-driven goals for activation, adoption, retention, and expansion across the scaled book and partner with the book-of-business motion for clean segmentation transitions.
•Manage and coach a team of roughly six Scaled Customer Success Managers, including 1:1s, performance management, and call/workflow reviews.
•Build and improve the operating rhythm and systems for scale, including segmentation, health scoring, playbooks, CRM workflows, lifecycle automation, and dashboards to identify risk early.

Pay and Benefits

Salary: USD 130,000 - 160,000

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kHome Office

Key Requirements

•5+ years in Customer Success with direct people management of a CSM team, owning team performance and development.
•Experience running a scaled, pooled, or digital-first CS motion with a track record of driving retention or expansion at high volume.
•A data-driven, operational approach to build segmentation, health scoring, playbooks, and reporting for scale.
•Comfort moving fast in a startup environment with ambiguity and building process where none exists yet.

Skills:Data-drivenOperational ownershipPeople managementCoachingProblem-solving

Company Brief

Instrumentl

Provides a SaaS platform that helps nonprofits and grant professionals discover, track, and win grant funding by combining grant prospecting, opportunity tracking, and workflow tools with automated matching and research features.

Industry: Enterprise Software

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Headquarters: Seattle, United States

Website LinkedIn

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Instrumentl

6 months ago

Manager, Scaled Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•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 scaled customer journey by defining touchpoints, plays, and automation to drive customers to value without dedicated CSM coverage.
•Set data-driven goals for activation, adoption, retention, and expansion across the scaled book and partner with the book-of-business motion for clean segmentation transitions.
•Manage and coach a team of roughly six Scaled Customer Success Managers, including 1:1s, performance management, and call/workflow reviews.
•Build and improve the operating rhythm and systems for scale, including segmentation, health scoring, playbooks, CRM workflows, lifecycle automation, and dashboards to identify risk early.

Pay and Benefits

Salary: USD 130,000 - 160,000

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kHome Office

Key Requirements

•5+ years in Customer Success with direct people management of a CSM team, owning team performance and development.
•Experience running a scaled, pooled, or digital-first CS motion with a track record of driving retention or expansion at high volume.
•A data-driven, operational approach to build segmentation, health scoring, playbooks, and reporting for scale.
•Comfort moving fast in a startup environment with ambiguity and building process where none exists yet.

Skills:Data-drivenOperational ownershipPeople managementCoachingProblem-solving

Company Brief

Instrumentl

Industry: Enterprise Software

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Headquarters: Seattle, United States

Website LinkedIn