Customer Success Manager

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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 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. • Nice to have: 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.

🏖️ Benefits

• 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.