Instrumentl - Manager, Scaled Customer Success
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
Responsibilities
• 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 • Guide the team through complex customer situations and decision-making • Model strong customer communication, empathy, and problem-solving in real interactions
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. • $130,000–$160,000 • 100% covered health, dental, and vision insurance for employees (50% for dependents). • Generous PTO, including parental leave. • 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
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