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Customer Success Manager

Instrumentl· Growth
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Hybrid (US (continental))$80k - $110kFull-timePosted 2w ago

About the role

We’re hiring a Customer Success Manager to own the post-sale journey for a portfolio of nonprofit and grant-writing customers, including onboarding, engagement, retention, and expansion, at Instrumentl.

Responsibilities

  • 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.
  • 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.
  • Serve as a consultative partner to customers, sharing product knowledge and best practices to drive year-over-year renewal and expansion.
  • Conduct business reviews, identify opportunities for Instrumentl to better support each customer, and build tailored success plans for your accounts.
  • Work across multiple internal and external stakeholders to manage complex annual renewal cycles.
  • 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.

Qualifications

  • 4+ years in a customer-facing Customer Success or Account Management role at a SaaS company, ideally managing a portfolio of 100-200 accounts.
  • Proven relationship-building skills, including managing challenging conversations and building rapport with leadership-level customers.
  • Comfort owning annual contract renewal cycles end-to-end.
  • 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.

Skills

Required:Account managementRelationship buildingRenewals and expansion management

Benefits

  • 100% covered health, dental, and vision insurance for employees (50% for dependents).
  • Generous PTO, including parental leave.
  • 401(k).
  • Company laptop and home-office stipend.
  • Bi-annual company retreats.
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Instrumentl

Instrumentl automates grant discovery and management for nonprofits.

Instrumentl is a SaaS platform that helps social enterprises discover, track and win grant funding. We force multiply the nonprofit sector's ability to deliver impact. >100% YoY growth, cash flow positive. Feel good about the work you do, join us: www.instrumentl.com/careers

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