Manager, Scaled Customer Success

Instrumentl

Manager of Scaled Customer Success at Instrumentl, a growing SaaS platform for nonprofit organizations. Leading a team to support lower-ACV customers through data-driven engagement strategies.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing and developing a team of Customer Success Managers while driving a data-driven, scalable customer engagement strategy. Proficient in building operational frameworks, including segmentation, health scoring, and reporting, to enhance customer retention and expansion.

Highest-signal resume keywords

Customer Success ManagementTeam Performance ManagementData-Driven Decision MakingOperational Framework DevelopmentCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey DesignSegmentationHealth ScoringPlaybook DevelopmentLifecycle AutomationCRM WorkflowsPerformance ManagementData AnalysisRisk IdentificationWorkflow Improvement

Soft Skills

CoachingEmpathyProblem-SolvingCommunicationLeadership

Tools & Technologies

CRM SystemsDashboardsAutomation Tools

Industry Keywords

Scaled Customer SuccessDigital-First CS MotionNonprofit SectorMission-Driven WorkStartup Environment

About the role

Key responsibilities & impact

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.
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.
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.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.