Manager, Scaled Customer Success

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

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.