<h3>Hello, we’re <a href="https://himalayas.app/companies/instrumentl">Instrumentl</a>. 👋</h3><p>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.</p><p><a href="https://himalayas.app/companies/instrumentl">Instrumentl</a> is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. More than 5,500 nonprofits use <a href="https://himalayas.app/companies/instrumentl">Instrumentl</a> 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.</p><p>We're growing quickly, customers love us (check out our G2 reviews!), and we're hiring people who want to build something that matters.</p><h3>About the role:</h3><ul><div>We're hiring a <strong>Manager, Scaled Customer Success</strong> 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.</div></ul><h3>What you'll do:</h3><ul><div> <h3>Own the scaled motion</h3> <li>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</li> <li>Design the customer journey for scale: define the touchpoints, plays, and automation that help customers reach value without a dedicated CSM for every account</li> <li>Set clear, data-driven goals for the team tied to activation, adoption, retention, and expansion across the scaled book</li> <li>Partner with the book-of-business motion so accounts move cleanly between segments and customers never fall through the cracks</li> <h3>People management &amp; coaching</h3> <li>Manage, coach, and develop a team of roughly six Scaled Customer Success Managers</li> <li>Run effective 1:1s focused on performance, skill development, and growth</li> <li>Conduct call and workflow reviews and provide enablement to help the team improve their craft</li> <li>Support goal-setting, feedback, and performance management in alignment with company values</li> <h3>Operational ownership &amp; systems</h3> <li>Build and own the operating rhythm for scale: segmentation, health scoring, playbooks, and the reporting that tells you where to focus</li> <li>Stand up and improve the systems the motion runs on, including CRM work