Customer Success Manager

About the role

We’re hiring a Customer Success Manager, reporting to the Manager, Customer Success, to own the post-sale journey for a portfolio of nonprofit and grant-writing customers: onboarding, engagement, retention, and expansion. You’ll build the relationships and playbooks that turn customers into advocates as we scale our CS function for a fast-growing base. If you want to own outcomes end-to-end at a mission-driven, hypergrowth startup, this is the seat.

What you'll do

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.

What we're looking for

Required

• 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.

Nice to have

• Background in nonprofit development or fundraising.
• Experience at an early-stage startup.
• Experience working with nonprofit or SMB customers.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
• Experience working remotely.