Own a customer communication strategy that drives engagement and promotes brand loyalty
Leverage both quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value prop
Create and deliver high-impact training programs and identify new opportunities for customer education
Develop, manage, and maintain data-driven messaging campaigns with high open rates and low opt out rates to create a coherent customer journey and improve product adoption
Create and maintain self-serve resources for customers
Scale customer retention and identify upsell opportunities using a metrics-backed approach
Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams
Assist with customer support questions and day to day tasks that enable our team and customers

2+ years of customer-facing work experience: ideally, you’ve held a Customer Success, Onboarding, or Training role in a SaaS environment. A background in nonprofit development or fundraising is a plus!
Customer education and onboarding: you are able to manage customer onboarding processes that combine human interaction and self-service tools.
Community engagement and program design: you are able to conceptualize, build, and lead creative customer engagement efforts that 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!

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.

Customer Enablement Manager

Key skills