Customer Success Manager

🕒 June 3

🇺🇸 United States – Remote

💵 $80k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 41%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Instrumentl

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

🤝 Non-profit

⚡ Productivity

☁️ SaaS

💰 Seed Round on 2017-07

Non-profit • Productivity • SaaS

Instrumentl is a comprehensive grant management platform that streamlines the process for nonprofits, grant consultants, and universities to discover, apply for, and manage grants. It offers a vast database of over 400,000 funders and more than 20,000 curated grants to help users find the best-fit funding opportunities quickly. Instrumentl also enhances grant writing with AI technology, automates deadlines, manages tasks, and provides tools for collaboration and document management. Trusted by over 4,000 nonprofits, Instrumentl has facilitated more than $1 billion in active grants, supporting a range of critical missions.

📋 Description

• Own post-sale onboarding, engagement, retention, and expansion across a 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 • Serve as a consultative partner to customers, sharing product knowledge and best practices to drive year-over-year renewal and expansion • Conduct business reviews, identify opportunities for Instrumentl to better support each customer, and build tailored success plans • Work across multiple internal and external stakeholders to manage complex annual renewal cycles • Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results • Serve as the voice of the customer, channeling feedback to revenue and product teams

🎯 Requirements

• 4+ years in a customer-facing Customer Success or Account Management role at a SaaS company, ideally managing a portfolio of 100-200 accounts • Proven relationship-building skills, including managing challenging conversations and building rapport with leadership-level customers • Comfort owning annual contract renewal cycles end-to-end • Strong written and verbal communication; ability to 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 • Candidates based in the continental US, between the Pacific and Eastern time zones • Background in nonprofit development or experience working with nonprofit customers (nice to have) • Experience at an early-stage startup (nice to have) • Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot (nice to have) • Experience working remotely (nice to have)

🏖️ Benefits

• Equity • 100% covered health, dental, and vision insurance for employees (50% for dependents) • Generous PTO, including parental leave • 401(k) • Company laptop and home-office stipend • Bi-annual company retreats • Opportunities to grow