Hello, we’re Instrumentl. 👋
Nonprofits do some of the most important work in the world, and most of them are still managing grants in spreadsheets. We're fixing that.
Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. More than 5,500 nonprofits use Instrumentl to discover, track, and win grant funding, from local community organizations to the San Diego Zoo and the University of Alaska. Collectively they’ve moved over $1 billion through our platform.
We're growing more than 40% year over year, customers love us (Ellis PMF 60+), and we're hiring people who want to build something that matters.
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 genui…