Instrumentl21h ago

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$130,000 – $160,000/yr

Manager, Scaled Customer Success

United StatesRemoteFull-timemid

OtherManager

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Quick Summary

Overview

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,

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OtherManager

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.

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

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

~1 min read

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

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.

What We Offer

~1 min read

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.

✓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.

Location & Eligibility

Where is the job

United States

Remote within one country

Who can apply

Listing Details

Posted: July 20, 2026
First seen: July 21, 2026
Last seen: July 21, 2026

Posting Health

Days active: 0
Repost count: 0
Trust Level: 68%
Scored at: July 21, 2026

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Instrumentl

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Backed by years of personal and professional experience in the nonprofit and academic arenas, our team came together to create the most comprehensive source of grant and funder data in the world, and designed it around the needs of our community.

Employees

Founded

2014

Domain

instrumentl.com

Jobs

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Salary

$130,000 – $160,000

per year

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