Customer Success Manager

Instrumentl

129d • $80,000 - $110,000 • Remote

About The Position

Instrumentl is a system of record for grants, helping nonprofits manage the complexities of grant funding. We are a cash flow positive, YC-backed company looking for individuals to join our team and contribute to the growth and impact of the nonprofit sector. This role is for a Customer Success Manager who will own the post-sale journey for a portfolio of nonprofit and grant-writing customers, focusing on onboarding, engagement, retention, and expansion. The ideal candidate is proactive, eager to learn, willing to experiment, and collaborates with multiple teams to enhance the customer experience. Instrumentl is a fully distributed company, and we are seeking candidates based in the continental US, between the Pacific and Eastern time zones.

Requirements

• 4+ years in a customer-facing Customer Success or Account Management role at a SaaS company, ideally managing a portfolio of 100-200 accounts.
• Proven relationship-building skills, including managing challenging conversations and building rapport with leadership-level customers.
• Comfort owning annual contract renewal cycles end-to-end.
• Strong written and verbal communication skills; ability to make complex topics simple, over video and in writing.
• Comfort with ambiguity and change in a fast-paced environment, with a proactive, ownership-driven approach to process improvement.
• Candidates must be based in the continental US, between the Pacific and Eastern time zones.

Nice To Haves

• Background in nonprofit development, or experience working with nonprofit customers.
• Experience at an early-stage startup.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
• Experience working remotely.

Responsibilities

• Own the customer relationship, including post-sale onboarding, engagement, retention, and expansion across a portfolio of accounts.
• Build personal relationships with customers and craft narratives to help them realize value and uncover opportunities for deeper impact.
• Nurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level.
• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets.
• Evaluate adoption metrics, budgets, and stakeholder networks to manage account health and surface risk early.
• Serve as a consultative partner to customers, sharing product knowledge and best practices to drive year-over-year renewal and expansion.
• Conduct business reviews, identify opportunities for Instrumentl to better support each customer, and build tailored success plans.
• Work across multiple internal and external stakeholders to manage complex annual renewal cycles.
• Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results.
• Serve as the voice of the customer, channeling feedback to revenue and product teams.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed