Scaled Customer Success Manager — Data-Driven Leader

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

Benefits offered by this job

Health, Dental, Vision

PTO (generous)

401(k)

Laptop + home-office stipend

Bi-annual retreats

Job summary

Instrumentl is rapidly growing, helping nonprofits move grants more efficiently. We are hiring a Manager, Scaled Customer Success to build and run a high-volume, data-driven motion for our SMB and lower-ACV customers.

You will lead a small team, design scalable processes, and partner with the book-of-business motion to ensure smooth handoffs and strong outcomes. This role is based in the US with competitive compensation and equity.

Qualifications

• 5+ years in Customer Success with direct people management of a CS team.
• Proven ownership of a scaled, pooled, or digital-first CS motion with retention/expansion impact.
• Genuine data-driven, operational approach with segmentation and health scoring.
• Experience moving fast and staying effective in a startup with ambiguity.
• Nice-to-have: nonprofit sector connection or mission-driven work.

Responsibilities

• Own day-to-day execution of the scaled CS motion.
• Design the customer journey for scale and automation.
• Set clear, data-driven goals for activation, adoption, retention, and expansion.
• Coach and develop a team of Scaled Customer Success Managers.
• Join customer calls and guide the team through complex situations.

Skills

People management

Data-driven

Scaled CS motion

Operational mindset

Startup environment

Tools

CRM systems

Dashboards

Job description

Instrumentl is rapidly growing, helping nonprofits move grants more efficiently. We are hiring a Manager, Scaled Customer Success to build and run a high-volume, data-driven motion for our SMB and lower-ACV customers.

You will lead a small team, design scalable processes, and partner with the book-of-business motion to ensure smooth handoffs and strong outcomes. This role is based in the US with competitive compensation and equity.