Account Manager

About the role

We’re hiring an Account Manager, reporting to the AE Senior Manager, to own relationships with a book of existing customers — helping them get more value from the platform and expanding their usage as their needs grow. You’ll work with Executive Directors, Development Directors, Grants Managers, and finance teams at nonprofits who already know and love Instrumentl. We’ll expect you to convey warmth, kindness, and competence in every interaction. These folks are out there raising money to achieve their missions, and you’ll help them unlock even more of Instrumentl to get there faster.

What you'll do

Customer Growth & Expansion

• Own and grow a book of existing customers by identifying upsell and cross-sell opportunities
• Proactively outbound into strategic accounts using creative, personalized tactics to identify expansion opportunities before customers ask
• Lead customers through consultative discovery to match them with higher-tier solutions that fit their evolving workflows
• Experiment with new expansion playbooks and outreach sequences to accelerate net revenue retention

Relationship & Advocacy

• Build trusted, long-term relationships with Executive Directors, Development Directors, Grants Managers, and finance teams at nonprofits who already love Instrumentl
• Serve as the voice of the customer internally, feeding insights back to Product and CS to improve the platform
• Handle inbound upgrade requests and proactive outreach with warmth, fast follow-through, and strong attention to detail

What we're looking for

Required

• 1-3 years of account management, customer success, or closing experience in a SaaS environment
• Experience with expansion or upsell motions
• Strong written and verbal communication skills
• Comfortable with tools like HubSpot, Gong, G Suite, Zoom, and Slack

Nice to Have

• Experience selling into the nonprofit market
• Experience with post-sale expansion motions: upsell, cross-sell, multi-product adoption
• Startup or high-growth environment experience
• Background in fundraising or nonprofit operations