Manager, Scaled Customer Success — Scale & Impact

Instrumentl; Abbeyville (CO); On-site; USD 130,000 - 160,000; Full time

Benefits offered by this job

Health insurance

PTO

401(k)

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. As our customer base grows, we're splitting CS into two motions: a book-of-business motion and a scaled motion.

You'll lead a team of roughly six Scaled Customer Success Managers and create the operating processes for high-volume, value-driven engagement. What you'll do includes owning day-to-day execution, designing the scale journey, setting data-driven goals

Qualifications

• 5+ years in Customer Success with people management of a CS team.
• Owned a scaled, digital-first CS motion with retention/expansion impact.
• Data-driven approach: segmentation, health scoring, plays, reporting.
• Ability to move fast and drive process in a startup.

Responsibilities

• Own the scaled CS motion end-to-end for high-volume, low-ACV accounts.
• Design the customer journey, touchpoints, plays, and automation.
• Set data-driven goals for activation, adoption, retention, and expansion.
• Lead a team of six Scaled Customer Success Managers and coach them.

Skills

Scaled CS motion

Team leadership

Data-driven operations

Startup environment

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. As our customer base grows, we're splitting CS into two motions: a book-of-business motion and a scaled motion.

You'll lead a team of roughly six Scaled Customer Success Managers and create the operating processes for high-volume, value-driven engagement. What you'll do includes owning day-to-day execution, designing the scale journey, setting data-driven goals