Customer Success Manager

Instrumentl is growing! We’re hiring a Customer Success Manager (CSM) to help our customers (nonprofits and grant writers) achieve their goals while using our platform. If you are motivated by customer happiness and excited to join a mission-driven company, then this role is made for you.
About us:
Instrumentl (YC S16) is the best platform for nonprofits and grant writing consultants looking to grow revenue. We help over 3,000 organizations to manage their institutional fundraising and win more grants by bringing discovery, tracking, and grant management to one place. 
Our mission is to be a force multiplier on the nonprofit sector’s ability to drive impact. We’re profitable and doubling year-over-year, with strong product-market fit (NPS is 60+).
About the role:
In your first year as a Customer Success Manager, you will help expand our company’s reach by scaling our CS efforts. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, and ensuring renewals.
Our ideal candidate is proactive, eager to learn, willing to experiment, and excited to collaborate with multiple teams to enhance the customer experience at Instrumentl.
You'll be the 6th member of the CS team, reporting directly to Priya, our Head of Customer Success. You'll also work closely with:
- Amélie, Senior Customer Success Manager- Eric, Customer Support Associate - Rebecca, Customer Success Associate- Tracie, Senior Customer Success Manager
Get to know us at instrumentl.com/about!
Instrumentl is fully distributed (read: no office!). For this position, we are looking for someone based in the continental US, but open to those flexible to Eastern or Central Time standard working hours as well.

What you'll get to do:

• Build and foster relationships with Instrumentl’s customers to help them realize value and accomplish their organizational goals
• Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio 
• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets
• Provide additional value to customers via 1-to-many delivery models, sharing product and best practice guidance, and conducting periodic business reviews
• Contribute to the Instrumentl Knowledge Base by authoring and updating resources such as KB articles, guides, community FAQs, product documentation, etc.
• Be the voice of customers across the company, especially when collaborating with product and other revenue teams

What we're looking for:

• 3+ years of work experience: ideally, you’ve held a Customer Success or Account Management role in a SaaS environment, managing 300+ accounts. A background in nonprofit development or fundraising is a plus!
• Customer education and onboarding: you are able to manage customer onboarding processes that combine human interaction and self-service tools.
• Community engagement and program design: you are able to conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocates.
• Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing.
• Empathy: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.
• Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!
• Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.
• Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head.
• Growth mindset: you exhibit a growth mindset every day and take feedback in stride.
• Passion: you're excited about Instrumentl's mission and eager to support the work done by the nonprofit community!


• Bonus: experience working with nonprofit or SMB customers.
• Bonus: experience working remotely.

Compensation and Benefits:

• Competitive salary ($75,000-$100,000/year OTE), depending on experience 
• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.

What to expect:
Instrumentl is evolving rapidly. You’ll al