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Scaled Customer Success Jobs (NOW HIRING)

Instrumentl

Manager, Scaled Customer Success

Concord, NC · Remote

$130K - $160K/yr

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 ...

Instrumentl

Manager, Scaled Customer Success

$130K - $160K/yr

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 ...

Fin

Scaled Customer Success Manager

Chicago, IL · On-site

$108K - $129K/yr

As a Scaled Customer Success Manager, you'll be the customer's trusted guide-helping them adopt and embed Fin's suite at scale, extracting real value, and scaling processes so more businesses succeed ...

Ramp

Manager, Scaled Customer Success

San Francisco, CA · On-site +1

$146K - $233K/yr

About the Role We're hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain ...

Fin

Scaled Customer Success Manager

Chicago, IL · On-site +1

$108K - $129K/yr

As a Scaled Customer Success Manager, you'll be the customer's trusted guide-helping them adopt and embed Fin's suite at scale, extracting real value, and scaling processes so more businesses succeed ...

Ramp

Manager, Scaled Customer Success

New York, NY · Remote

$146K - $233K/yr

About the Role We're hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain ...

Ramp

Manager, Scaled Customer Success

San Francisco, CA · Remote

$146K - $233K/yr

About the Role We're hiring a strategic, data‑driven leader to shape the future of scaled customer success at Ramp. This role will design, operationalize, and lead programs that activate, retain ...

Rogo

Scaled Customer Success Manager

New York, NY · On-site

What You Will Own We're looking for our first Scaled Customer Success Manager to join our team of highly motivated post-sales individuals. You'll manage a broad book of customers by building scalable ...

Airwallex

Scaled Customer Success Manager

New York, NY · On-site

$140K - $190K/yr

What you'll do As a Scaled Customer Success Manager, SME & Growth, you'll own growth for a large portfolio of 1,000+ SME customers. You will leverage data-driven insights and automation to drive ...

Anthropic

Customer Success Manager, Scaled

Seattle, WA · On-site

As a Scaled Customer Success Manager at Anthropic, you'll be owning the success of a large portfolio of Commercial and Enterprise customers, you'll design and execute scalable customer journeys ...

PowerSchool Group LLC

$144K - $180K/yr

Overview We're seeking a Director of Scaled Customer Success to transform how we support customers through digital, AIdriven engagement. This role will own strategic initiatives and serve as the ...

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All JobsScaled Customer Success Jobs

Scaled Customer Success information

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$32.5K

$83.1K

$140K

How much do scaled customer success jobs pay per year?

As of Jul 25, 2026, the average yearly pay for scaled customer success in the United States is $83,064.00, according to ZipRecruiter salary data. Most workers in this role earn between $59,500.00 and $99,000.00 per year, depending on experience, location, and employer.

How does a Scaled Customer Success role typically collaborate with other teams to drive customer outcomes?

In a Scaled Customer Success role, you’ll frequently work across departments such as product, sales, and support to ensure customers achieve their goals efficiently. This collaboration often includes sharing customer feedback with product teams to influence improvements, coordinating with sales for upsell opportunities, and working alongside support to resolve customer issues proactively. Effective communication and alignment with these teams are crucial, as they help you deliver a consistent customer experience at scale and identify trends that can benefit both the customer and the company.

What are the key skills and qualifications needed to thrive as a Scaled Customer Success Manager, and why are they important?

To thrive as a Scaled Customer Success Manager, you need expertise in customer relationship management, data analysis, and a strong understanding of SaaS or digital products, often supported by a bachelor's degree in business or a related field. Familiarity with CRM platforms like Salesforce, customer engagement tools, and analytics dashboards is typically required. Outstanding communication, problem-solving, and time-management skills help you manage large portfolios and drive customer value at scale. These abilities are crucial for efficiently supporting many customers, ensuring satisfaction, and driving product adoption in a scalable way.

What is Scaled Customer Success?

Scaled Customer Success refers to strategies and programs that help companies support and guide a large number of customers efficiently, often through automation, digital resources, and technology. Instead of providing one-on-one support, scaled customer success teams use tools like webinars, knowledge bases, email campaigns, and in-app guidance to proactively address customer needs and drive product adoption. This approach enables organizations to deliver a consistent and personalized customer experience to many accounts simultaneously, especially in high-volume or lower-touch segments.
What are the most commonly searched types of Scaled Customer Success jobs? The most popular types of Scaled Customer Success jobs are:
Infographic showing various Scaled Customer Success job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $83,064 per year, or $39.9 per hour.
Manager, Scaled Customer Success

Manager, Scaled Customer Success

Instrumentl

Concord, NC • Remote

$130K - $160K/yr

Full-time

Posted 4 days ago

Job description

Hello, we’re Instrumentl. \uD83D\uDC4B

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 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

  • 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
Compensation & Benefits

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.

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.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.