Customer Success Manager (Remote)

Remote

Customer Success // Remote

Instrumentl is growing! We’re hiring a Customer Success Manager (CSM) to help our customers (nonprofits and grant writers) achieve their goals while using our platform. If you are motivated by customer happiness and excited to join a mission-driven company, then this role is made for you.

About us:

Instrumentl (YC S16) is the best platform for nonprofits and grant writing consultants looking to grow revenue. We help over 3,000 organizations to manage their institutional fundraising and win more grants by bringing discovery, tracking, and grant management to one place. 

Our mission is to be a force multiplier on the nonprofit sector’s ability to drive impact. We’re profitable and doubling year-over-year, with strong product-market fit (NPS is 60+).

About the role:

In your first year as a Customer Success Manager, you will help expand our company’s reach by scaling our CS efforts. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, and ensuring renewals.

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 7th member of the CS team, reporting directly to Tracie, our Customer Success Lead. You'll also work closely with:

- Amélie, CSM

- Eric, Customer Support Associate

- Ketaki, CSM

- Rebecca, Customer Education Manager

- Will, Head of Growth & Customer Success

Get to know us at instrumentl.com/about!

Instrumentl is fully distributed (read: no office!). 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.

What you'll get to do:

• Build and foster relationships with Instrumentl’s customers to help them realize value and accomplish their organizational goals
• Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio 
• Meet and exceed customer satisfaction, adoption, renewal, and expansion targets
• Provide additional value to customers via 1-to-many delivery models, sharing product and best practice guidance, and conducting periodic business reviews
• Contribute to the Instrumentl Knowledge Base by authoring and updating resources such as KB articles, guides, community FAQs, product documentation, etc.
• Be the voice of customers across the company, especially when collaborating with product and other revenue teams

What we're looking for:

• 3+ years of work experience: ideally, you’ve held a Customer Success or Account Management role in a SaaS environment, managing 300+ accounts. A background in nonprofit development or fundraising is a plus!
• Customer education and onboarding: you are able to manage customer onboarding processes that combine human interaction and self-service tools.
• Community engagement and program design: you are 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: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.
• Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!
• Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.
• Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. 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 with nonprofit or SMB customers.
• Bonus: experience working remotely.

Compensation and Benefits:

• Competitive salary ($75,000-$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.

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 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.

2. What is the most creative 1-to-many customer success campaign you’ve worked on? What role did you play, and what was the outcome? 

Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your written response or Loom video, 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!