Scaled CS Manager: Build High-Impact, Data-Driven Playbooks

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

Benefits offered by this job

Health, dental, and vision insurance

Generous PTO including parental leave

401(k)

Laptop and home-office stipend

Bi-annual company retreats

Job summary

Instrumentl in the United States is hiring a Manager, Scaled Customer Success to build and run our scaled CS motion. You’ll own end‑to‑end operations, lead a team of about six Scaled Customer Success Managers, and create processes that deliver real value at high volume.

You’ll partner with the book‑of‑business motion, design the scaled customer journey, set data‑driven goals, and own segmentation, health scoring, playbooks, and dashboards.

Qualifications

• 5+ years in Customer Success with direct people management
• Led a scaled/pooled/digital-first CS motion with high-volume retention/expansion
• Data-driven approach: segmentation, health scoring, plays, and reporting
• Able to move fast in a startup with ambiguity and build processes

Responsibilities

• Own day-to-day execution of the scaled CS motion for high-volume, low-ACV customers
• Design the customer journey and automation to deliver value without a dedicated CSM for every account
• Set data-driven goals for activation, adoption, retention, and expansion
• Build operating rhythm: segmentation, health scoring, playbooks, reporting
• Lead and coach a team of six Scaled Customer Success Managers
• Join customer calls for escalations and guide complex decisions

Skills

People management

Scaled CS motion

Data-driven operations

Operational mindset

Tools

CRM workflows

Dashboards

Automation

Job description

Instrumentl in the United States is hiring a Manager, Scaled Customer Success to build and run our scaled CS motion. You’ll own end‑to‑end operations, lead a team of about six Scaled Customer Success Managers, and create processes that deliver real value at high volume.

You’ll partner with the book‑of‑business motion, design the scaled customer journey, set data‑driven goals, and own segmentation, health scoring, playbooks, and dashboards.