Scaled Customer Success Manager

Hello, we’re Instrumentl. 👋

Grants fund nonprofit work, but they also create some of the toughest operational challenges. Every grant brings its own deadlines, spending restrictions, reporting requirements, and commitments, so managing that complexity across fundraising, finance, and HR requires more than spreadsheets.

Instrumentl is the system of record for grants. We bring discovery, applications, award compliance, and grant operations into one platform, giving nonprofits a shared foundation to grow their revenue and impact. More than 6,000 nonprofits rely on Instrumentl, from local community groups to state and county governments, universities, and maybe even your local animal shelter.

We're a cash flow positive, YC-backed company building our next chapter, and we're hiring people who will shape and grow the impact of the nonprofit sector.

About the role:

We're 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 for our highest-touch accounts, and a scaled motion that reaches the long tail of customers through data-driven, one-to-many engagement. You'll 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 is a hands-on leadership seat for someone who has actually run a scaled motion before and wants to build one from the ground up at a profitable, fast-moving company.

What you'll do:

Own the scaled motion

• 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

People management & coaching

• 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

Operational ownership & systems

• 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

Hands-on customer leadership

• 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

What we're looking for:

Required

• 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

Compensation & Benefits

For US-based candidates, the target salary range is $130,000–$160,000 USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location.

Benefits

• 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.

Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here!

Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We encourage candidates from all backgrounds to apply. If you need a reasonable accommodation during the application or interview process, please let us know.