Customer Success Manager

Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. They are seeking a Customer Success Manager to own the post-sale journey for 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