Customer Success Manager

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, 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 doubling year over year, customers love us (NPS 65+, Ellis PMF 60+), and we’re hiring people who want to build something that matters. \n 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. \nInstrumentl 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.