About the role:We're hiring a
Customer Success Manager, reporting to the Manager, Customer Success, to own the post-sale journey for a portfolio of nonprofit and grant-writing customers: onboarding, engagement, retention, and expansion. You'll build the relationships and playbooks that turn customers into advocates as we scale our CS function for a fast-growing base. If you want to own outcomes end-to-end at a mission-driven, hypergrowth startup, this is the seat.
What you'll do:Own the customer relationship- Own post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts.
- Build personal relationships with customers and craft narratives that help them realize value and uncover new opportunities for deeper impact.
- Nurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level.
Drive adoption and account health- 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.
- Conduct business reviews and proactively identify ways Instrumentl can better support each customer.
- Consult on change management and share product knowledge and best practices to deepen platform use.
Partner and advocate- Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the base.
- Serve as the voice of the customer, channeling feedback to revenue and product teams.
What we're looking for:Required- 3+ years in a customer-facing Customer Success or Account Management role in SaaS, managing a portfolio of 300+ accounts.
- Proven relationship-building, including managing challenging conversations and building rapport with leadership-level customers.
- Strong written and verbal communication: you can 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.
Nice to have- Background in nonprofit development or fundraising.
- Experience at an early-stage startup.
- Experience working with nonprofit or SMB customers.
- Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
- Experience working remotely.
Compensation & BenefitsFor US-based candidates, the target salary range is
$80,000-$100,000 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.
