Customer Success Manager

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.

About the role:

We’re hiring a Customer Success Manager, reporting to the Manager, Customer Success, to own the post-sale journey for a portfolio of nonprofit and grant-writing customers: onboarding, engagement, retention, and expansion. You’ll build the relationships and playbooks that turn customers into advocates as we scale our CS function for a fast-growing base. If you want to own outcomes end-to-end at a mission-driven, hypergrowth startup, this is the seat.

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. Get to know us at instrumentl.com/about!

Instrumentl is fully distributed (though if you’d like to work from our Oakland office, we would love to see you there).  For this position, we are looking for candidates based in the continental US, between the Pacific and Eastern time zones.

What you'll do:

Own the customer relationship

• 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.

Drive retention and account health

• 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.

Partner and advocate

• 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.

What we're looking for:

Required

• 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: 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 experience working with nonprofit customers. 

• Experience at an early-stage startup.

• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.

• Experience working remotely.

Compensation & Benefits

For US-based candidates, the target salary range is $80,000–$110,000 USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location. We're committed to paying competitively and equitably. 

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. Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here!

Ready to apply?

Please submit either a written response or a link to a short Loom video, addressing the prompts below:

1. What is the largest book of business you have managed in previous roles? We are interested in the number of customers you’ve worked with simultaneously and the amount of revenue you've owned.

2. What is the most creative customer engagement tactic you've used or project you’ve worked on? What role did you play, and what was the outcome? 

Along with your written response or Loom video, please attach your CV or resume.

Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We encourage candidates from all backgrounds to apply. If you need a reasonable accommodation during the application or interview process, please let us know.