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.
As an early member of the CS team, you’ll work closely with:
– Amélie, Senior Customer Success Manager
– Eric, Customer Support Associate
– Priya, Head of Customer Success
– Rebecca, Customer Enablement Manager
Get to know us at instrumentl.com/about!
Instrumentl is fully distributed (read: no office!). 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.

What you’ll get to do:

    • 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

What we’re looking for:

      • 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.

Compensation and Benefits:

    • Competitive salary ($80,000-$100,000/year OTE), depending on experience
    • 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
    • Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.
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