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Customer Success Manager

Instrumentl·Remote - USA
Remote · no commuteremote · full timeRemote - USA

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AT A GLANCE

Customer ServiceManager levelFull TimeRemote
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Hello, we’re Instrumentl. 👋 Grants fund nonprofit work, but they also create some of the toughest operational challenges. Every grant brings its own deadlines, spending restrictions, reporting requirements, and commitments, so managing that complexity across fundraising, finance

About the role

Hello, we’re Instrumentl. 👋 Grants fund nonprofit work, but they also create some of the toughest operational challenges. Every grant brings its own deadlines, spending restrictions, reporting requirements, and commitments, so managing that complexity across fundraising, finance, and HR requires more than spreadsheets. Instrumentl is the system of record for grants. We bring discovery, applications, award compliance, and grant operations into one platform, giving nonprofits a shared foundation to grow their revenue and impact. More than 6,000 nonprofits rely on Instrumentl, from local community groups to state and county governments, universities, and maybe even your local animal shelter. We're a cash flow positive, YC-backed company building our next chapter, and we're hiring people who will shape and grow the impact of the nonprofit sector.

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.
  • 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 for your accounts.
  • 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 across the base.
  • Serve as the voice of the customer, channeling feedback to revenue and product teams.

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.
  • Dental
  • Vision
  • 401(k)
  • PTO
PostedNot listed
Statusactive
CommuteDistance only

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