Customer Success Manager

Instrumentl is a system-of-record platform for grants that helps nonprofits manage grant discovery, applications, award compliance, and operations. The Customer Success Manager will own the post-sale journey for a portfolio of nonprofit and grant-writing customers, including onboarding, engagement, retention, and expansion, while building relationships, managing account health, and partnering across teams to improve the customer experience.

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

Requirements:

• 4+ years in a customer-facing Customer Success or Account Management role at a SaaS company
• 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
• ideally managing a portfolio of 100-200 accounts
• 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