active · Remote
Manager, Scaled Customer Success
Remote · no commuteremote · full timeRemote - USA
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AT A GLANCE
Customer ServiceManager levelFull TimeRemote
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
About the role
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.
Responsibilities
- 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
- 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
- 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
- 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
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.
- Dental
- Vision
- 401(k)
- PTO
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