Customer Success Manager

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
  • 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.