Instrumentl - Customer Success Manager
Requirements
• 3+ years in a customer-facing Customer Success or Account Management role in SaaS, managing a portfolio of 300+ accounts. • Proven relationship-building, including managing challenging conversations and building rapport with leadership-level customers. • 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. • Background in nonprofit development or fundraising. • Experience working with nonprofit or SMB customers. • Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
Responsibilities
• Own the customer relationship • 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. • Drive adoption and account health • 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. • Conduct business reviews and proactively identify ways Instrumentl can better support each customer. • Consult on change management and share product knowledge and best practices to deepen platform use. • Partner and advocate • 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.
Benefits
• For US-based candidates, the target salary range is $80,000–$100,000 USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location. • 100% covered health, dental, and vision insurance for employees (50% for dependents). • Generous PTO, including parental leave. • Company laptop and home-office stipend. • Bi-annual company retreats. • Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here.
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