Hiring: Manager, Scaled Customer Success Company: Instrumentl Location: United States Job Posted Time: 2026-09-03 14:34:13 Target Skills & Keywords : SaaS, Segment About the job Experience: •5+ years in Customer Success, including direct people management of a CSM team, at a level where you owned team performance and development Required Skills: •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 Qualifications: •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 Compensation: •$130,000 - $160,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!