InstrumentlRemote
Customer Success Manager
United States of America
Full Time
5 days ago
$80,000 - $100,000 USD
No H1B
Key skills
Customer SuccessAccount ManagementSaaSPortfolio ManagementProcess ImprovementComfort with AmbiguityWritten and Verbal CommunicationLeadershipChange ManagementCommunication
About this role
Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. The Customer Success Manager will own the post-sale journey for a portfolio of nonprofit and grant-writing customers, focusing on onboarding, engagement, retention, and expansion.
Responsibilities:
- 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
Requirements:
- 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 HubSpot
- Experience working remotely