Customer Enablement Manager

Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. The Customer Enablement Manager will create and deliver educational experiences for customers, advocate for their needs, and drive engagement and product adoption throughout their journey.

Responsibilities:

• Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value prop
• Create and deliver high-impact training programs and identify new opportunities for customer education
• Create and maintain self-serve resources for customers
• Own a customer communication strategy that drives engagement and promotes brand loyalty
• Leverage quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
• Develop, manage, and maintain data-driven messaging campaigns with high open rates and low opt-out rates to create a coherent customer journey and improve product adoption
• Scale customer retention and identify upsell opportunities using a metrics-backed approach
• Serve as the voice of our customers, share customer feedback, and advocate for our customers’ needs, especially with revenue and product teams
• Assist with customer support questions and day-to-day tasks that enable our team and customers

Requirements:

• 2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environment
• Customer education and onboarding: able to manage customer onboarding processes that combine human interaction and self-service tools
• Community engagement and program design: 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: warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customers
• Adaptability: thrives in fast-paced environments and comfortable handling ambiguity and change
• Ownership: proactive approach to process improvement with the confidence to execute on new ideas
• Tech savviness: familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva
• Growth mindset: takes feedback in stride and exhibits a growth mindset every day
• Experience working with nonprofit or SMB customers
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment
• Experience working remotely