Customer Success Manager

Hello, we’re Instrumentl.

We’re a mission-driven startup helping the nonprofit sector to drive impact, and we’re well on our way to becoming the #1 most-loved grant discovery and management tool. To help us get there, we’re hiring a Customer Success Manager to partner with our customers (nonprofits and grant writers) and provide the guidance they need to achieve their goals while using our platform.

Are you motivated by customer happiness? Do you enjoy building lasting relationships and helping customers to realize value? If so, we have the perfect opportunity for you.

About us:

Instrumentl is a hypergrowth YC-backed startup with over 4,000 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. We are building the future of fundraising automation, helping nonprofits to discover, track, and manage grants efficiently through our SaaS platform.

Our charts are dramatically up-and-to-the-right 📈 — we’re cash flow positive and doubling year-over-year, with customers who love us (NPS is 65+ and Ellis PMF survey is 60+). Join us on this rocket ship to Mars!

About the role:

In your first year as a Customer Success Manager, you will help expand our company’s reach by scaling our CS efforts. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, ensuring renewals and tackling upsells.

Our ideal candidate is proactive, eager to learn, willing to experiment, and excited to collaborate with multiple teams to enhance the customer experience at Instrumentl.

You'll be the 8th member of the CS team, reporting directly to Priya, our Head of Customer Success. You'll also work closely with:

- Amélie, Senior Customer Success Manager

- Angeline, Customer Success Manager

- Bryanah, Customer Success Manager

- Kyle, Customer Enablement Manager

- Nate, Customer Support Associate

- Riley, Customer Enablement Manager

Get to know us at instrumentl.com/about!

Instrumentl is fully distributed (though if you’d like to work from our Oakland office, we would love to see you there).  For this position, we are looking for someone based in the continental US, but open to those flexible to Eastern or Central Time standard working hours as well.

• Build and foster personal relationships with Instrumentl’s customers and craft compelling narratives to help them realize value, accomplish their organizational goals, and uncover new opportunities for deeper value
• Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio 
• Evaluate adoption metrics, budgets, stakeholder networks, and other account performance data to support account health
• Provide additional value to customers by conducting discovery, consulting on change management, and sharing product knowledge and best practices; help customers adapt their processes and challenge them on ways to improve their use of Instrumentl
• Nurture and grow the relationship between Instrumentl and your assigned customer portfolio through 1-on-1 interactions 
• Co-create communication strategies with Customer Enablement Managers to drive the broadest engagement across our customer base, the most meaningful engagement tactics, and the best adoption, retention and upsell results
• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets
• Conduct business reviews and proactively identify ways Instrumentl can better support our customers
• Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

• 3+ years of customer facing work experience: ideally, you’ve held a Customer Success or Account Management role in a SaaS environment, managing 300+ accounts. A background in nonprofit development or fundraising is a plus!
• Relationship building and customer education: you are able to effectively educate customers, manage challenging conversations, and build rapport with ease.
• Customer engagement and program design: you are able to conceptualize, build, and scale creative engagement efforts that create exceptional customer experiences and turn users into vocal advocates.
• Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing.
• Empathy: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.
• Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!
• Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.
• Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head.
• Growth mindset: you exhibit a growth mindset every day and take feedback in stride.
• Passion: you're excited about Instrumentl's mission and eager to support the work done by the nonprofit community!

• Bonus: experience working with nonprofit or SMB customers.
• Bonus: experience working remotely.

• Salary ranges are based on market data, relative to our size, industry, and stage of growth. Salary is one part of total compensation, which also includes equity, perks, and competitive benefits. 
• For US-based candidates, our target salary band is $80,000 - $100,000/year OTE + equity. Salary decisions will be based on multiple factors including geographic location, qualifications for the role, skillset, proficiency, and experience level. 
• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Company retreats for in-person time with your colleagues
• Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.

What to expect:

Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow in your role - you won’t be bored! You’ll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come.

At Instrumentl:

- We’re customer-focused. We routinely seek feedback from our customers to improve the Instrumentl experience for everyone. Our first company value is "The customer is the hero" and we mean it. 

- We love to experiment. We are constantly generating new concepts and iterating to see what works - ideation and experimentation are essential here. "Bend the curve" is another key company value.

- We appreciate authenticity. We have a diverse range of life experiences, and we encourage open, clear communication with each other about the things that matter most to us.

- We’re approachable and collaborative. Everyone has a voice, and we’re all building Instrumentl together.

- We kick it every day with some of the nicest people in the world. No joke, our customers are often on the front lines educating kids, saving endangered species, and restoring watersheds. In helping them take advantage of Instrumentl’s technology, you’re helping them move the world forward.

Ready to apply?

Please submit either a written response or a link to a short Loom video, addressing the prompts below:

1. Why Instrumentl?

2. What is the largest book of business you have managed in previous roles? We are interested in the number of customers you’ve worked with simultaneously and the amount of revenue you've owned.

3. What is the most creative customer engagement tactic you've used or project you’ve worked on? What role did you play, and what was the outcome? 

Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume.

At Instrumentl, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you’re excited to grow along with us, we encourage you to apply!