Customer Success Manager

Hello, we’re Instrumentl. We’re fixing how nonprofits manage grants. Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform used by over 5,500 nonprofits. We’re growing rapidly and hiring people who want to build something that matters.

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.

• 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.

• 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.

• 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.

• 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.

• 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 Hub Spot.
• Experience working remotely.

For 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.

• 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.