Head of Scaled Customer Success

Instrumentl; United States; Remote; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

PTO including parental leave

401(k)

Laptop and home-office stipend

Bi-annual company retreats

Job summary

Instrumentl is hiring a Manager, Scaled Customer Success to build and run our scaled CS motion, reporting to our VP of Customer Success. You will 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 hands-on leadership role requires running a scaled motion with data-driven plays, designing the journey, and partnering with the book-of-business motion to

Qualifications

• 5+ years in Customer Success with direct people management.
• Experience running a scaled/digital-first CS motion with retention/expansion impact.
• Data-driven, operational approach with segmentation, health scoring & reporting.
• Ability to move fast in a startup environment and build processes where none exist.

Responsibilities

• Own the scaled CS motion end to end for a high-volume, lower-ACV set of customers.
• Design the customer journey for scale with defined touchpoints and automation.
• Set clear, data-driven goals for activation, adoption, retention, and expansion.
• Partner with the book-of-business motion to ensure smooth account transitions.
• Manage, coach, and develop a team of ~six Scaled Customer Success Managers.
• Run 1:1s, reviews, and enablement to提升 team craft and performance.
• Build the operating rhythm: segmentation, health scoring, playbooks, dashboards.

Skills

Customer Success

People management

Data-driven operations

Startup / fast-paced environment

Scaled CS motion

Tools

CRM systems

Dashboards

Job description

Instrumentl is hiring a Manager, Scaled Customer Success to build and run our scaled CS motion, reporting to our VP of Customer Success. You will 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 hands-on leadership role requires running a scaled motion with data-driven plays, designing the journey, and partnering with the book-of-business motion to