Instrumentl is hiring a
Customer Success Manager

Summary

Instrumentl is hiring a Customer Success Manager to help expand their company's reach by scaling CS efforts. The role involves building relationships with customers, onboarding, engagement, retention, and expansion of customer accounts, conducting business reviews, and providing feedback to revenue and product teams. The ideal candidate has 3+ years of customer-facing work experience, relationship building skills, customer engagement skills, communication skills, empathy, adaptability, ownership, tech savviness, a growth mindset, and passion for Instrumentl's mission.

Requirements

• 3+ years of customer facing work experience, ideally in a Customer Success or Account Management role in a SaaS environment, managing 300+ accounts. A background in nonprofit development or fundraising is a plus!
• Relationship building and customer education skills
• Customer engagement and program design skills
• Communication skills
• Empathy
• Adaptability
• Ownership
• Tech savviness
• Growth mindset
• Passion for Instrumentl's mission

Responsibilities

• Build and foster personal relationships with Instrumentl’s customers and craft compelling narratives to help them realize value, accomplish their organizational goals, and uncover new opportunities for deeper value
• Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio
• Evaluate adoption metrics, budgets, stakeholder networks, and other account performance data to support account health
• Provide additional value to customers by conducting discovery, consulting on change management, and sharing product knowledge and best practices; help customers adapt their processes and challenge them on ways to improve their use of Instrumentl
• Nurture and grow the relationship between Instrumentl and your assigned customer portfolio through 1 on 1 interactions
• Co-create communication strategies with Customer Enablement Managers to drive the broadest engagement across our customer base, the most meaningful engagement tactics, and the best adoption, retention and upsell results
• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets
• Conduct business reviews and proactively identify ways Instrumentl can better support our customers
• Serve as the voice of our customers, share customer feedback, and advocate for our customers needs, especially with revenue and product teams

Benefits

• Competitive salary ($80,000-$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