Account Manager

Hello, we’re Instrumentl.

We’re a mission-driven startup helping the nonprofit sector to drive impact, and we’re well on our way to becoming the #1 most-loved grant discovery and management tool. To help us get there, we’re hiring an Account Manager to partner with our customers (nonprofits and grant writers) and help them achieve their goals while using our platform.

Are you motivated by customer happiness? Do you enjoy helping customers to realize value? If so, we have the perfect opportunity for you.

About us:

Instrumentl is a hypergrowth YC-backed startup with over 4,000 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. We are building the future of fundraising automation, helping nonprofits to discover, track, and manage grants efficiently through our SaaS platform.

Our charts are dramatically up-and-to-the-right 📈 — we’re cash flow positive and doubling year-over-year, with customers who love us (NPS is 65+ and Ellis PMF survey is 60+). Join us on this rocket ship!

About the role:

In your first year as an Account Manager, you will expand Instrumentl's reach by helping our existing customers select the best plan for their needs. You'll be an advocate for our customers at every stage of the journey, talking to them 1-on-1 and using consultative sales techniques to help them figure out which plans will best fit their fundraising goals. 

We expect you to convey warmth, kindness, and competence in your approach, making every upsell a win for the customer. These folks are out there raising money to achieve their missions, and your goal is to help them leverage Instrumentl more effectively so they can hit their milestones faster!

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 10th member of the CS team, reporting directly to Priya, our Head of Customer Success. You'll also work closely with:

- Angeline, Customer Success Manager

- Bryanah, Customer Success Manager

- Ian, Customer Success Manager

- Karen, Enterprise Customer Success Manager

- Kyle, Senior Customer Enablement Manager

- Nate, Customer Support Associate

- Rebecca, Associate Support Specialist

- Riley, Customer Enablement Manager

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 someone based in the continental US, but open to those flexible to Eastern or Central Time standard working hours as well.

• Become an expert on grants/institutional fundraising
• Build a portion of your own pipeline and collaborate with our Enablement Managers to source upsell opportunities from our existing customers
• Take 50-60 customer calls per month
• Upgrade our customers’ institutional fundraising workflows and help them love the Instrumentl brand
• Experiment with new sales pitches and tactics to accelerate growth
• Follow up with prospects and be highly responsive to their questions
• Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

• Experience: you have 2+ years of customer-facing work experience - ideally, you’ve held an AE, SDR, or Account Manager role in a SaaS environment. A background in nonprofit development or fundraising is a plus!
• Communication: you pride yourself on your ability to communicate complex topics easily in person 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.
• Curiosity: you make an effort to understand the true nature of the problem your customers want to address, so you can provide the best possible solution. You are driven to solve their actual underlying problems, especially problems that go unsaid.
• Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!
• Grit: you understand that mastery of any role requires hard work and coaching, and enjoy that challenge and journey.
• Ownership: you want to take control of your own success. You have a proactive approach to process improvement, as well as the confidence to execute on new ideas.
• Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom, and HubSpot. 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 remotely.

• Salary ranges are based on market data, relative to our size, industry, and stage of growth. Salary is one part of total compensation, which also includes equity, perks, and competitive benefits. 
• For US-based candidates, our target salary band is $55,000-$60,000/year base + uncapped commission (OTE $110,000-$120,000), along with equity. Salary decisions will be based on multiple factors including geographic location, qualifications for the role, skillset, proficiency, and experience level. 
• 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
• Company retreats for in-person time with your colleagues
• 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 always have new challenges and opportunities to grow in your role - you won’t be bored! You’ll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come.

At Instrumentl:

- We’re customer-focused. We routinely seek feedback from our customers to improve the Instrumentl experience for everyone. Our first company value is "The customer is the hero" and we mean it. 

- We love to experiment. We are constantly generating new concepts and iterating to see what works - ideation and experimentation are essential here. "Bend the curve" is another key company value.

- We appreciate authenticity. We have a diverse range of life experiences, and we encourage open, clear communication with each other about the things that matter most to us.

- We’re approachable and collaborative. Everyone has a voice, and we’re all building Instrumentl together.

- We kick it every day with some of the nicest people in the world. No joke, our customers are often on the front lines educating kids, saving endangered species, and restoring watersheds. In helping them take advantage of Instrumentl’s technology, you’re helping them move the world forward.

Ready to apply?

Please submit a response addressing the prompts below:

1. Please create and share a link to a Loom video introducing yourself, and give us your elevator pitch on why you would be a great fit for the Account Manager role.

2. Please share a written or video response addressing the following questions:

- Why are you interested in Instrumentl?

- What is your past experience relating to this role? We are interested in learning more about your quota (or equivalent) at your most recent sales job, your performance, the customer profiles and contract sizes you’ve worked with in the past, and the highest number of customers you've closed or worked with in a single month. 

If this would be your first sales role, please explain why you're interested in making the transition, and how your past experience has prepared you for the AM position.

Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your response, please attach your CV or resume.

At Instrumentl, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you’re excited to grow along with us, we encourage you to apply!