Customer Success Manager

✨ What you’ll be working on

Instrumentl is hiring a Customer Success Manager for a remote role in the USA. This is a strong fit for someone who has already worked in customer success, account management, or SaaS relationship management and wants to own customer outcomes after the sale  from onboarding and adoption to renewals and growth.

If you enjoy building real relationships with customers, guiding them through adoption, spotting risks early, and helping accounts grow over time, this role is worth a serious look.

You’ll be working with nonprofit and grant-writing customers, helping them get value from Instrumentl, stay engaged, renew, and expand their usage as their needs grow.

About the Company

Instrumentl is a SaaS platform built for nonprofits and grant-funded organizations. The product helps teams discover grant opportunities, track deadlines, manage funding workflows, and stay organized without relying on messy spreadsheets.

The company says more than 5,500 nonprofits use Instrumentl, including both local organizations and larger institutions. It’s a YC-backed, profitable startup that’s growing quickly and focused on helping mission-driven organizations secure more funding.

About the Role

As a Customer Success Manager, you’ll own the post-sale relationship for a portfolio of customers. That means helping new customers get started, keeping existing customers engaged, making sure they’re actually getting value from the platform, and stepping in early if an account looks at risk.

This is not a passive “check-in once in a while” kind of CSM role. You’ll be expected to actively manage account health, run strategic conversations, support renewals and expansion, and work closely with customers to understand what’s working, what isn’t, and where Instrumentl can help more.

You’ll also work with internal teams like customer enablement, revenue, and product to make sure customer feedback doesn’t get lost and that strong account strategies are turned into repeatable playbooks.

What You’ll Be Doing

Own the customer relationship

• Manage onboarding, engagement, retention, and expansion across your portfolio of customer accounts
• Build strong 1:1 relationships with nonprofit and grant-writing customers
• Help customers understand how to get more value from Instrumentl based on their goals, workflows, and funding needs
• Handle both day-to-day account conversations and higher-stakes discussions with leadership-level stakeholders
• Act as a long-term strategic partner rather than just a reactive point of contact

Drive adoption, retention, and account health

• Work toward customer success targets tied to satisfaction, adoption, renewals, and expansion
• Monitor account health by looking at usage patterns, stakeholder engagement, budgets, and overall adoption signals
• Spot churn risk early and take action before the relationship starts slipping
• Run business reviews and customer check-ins to keep accounts engaged and moving forward
• Share product best practices, use cases, and change-management guidance to help customers deepen adoption

Partner with internal teams

• Work with Customer Enablement Managers to improve engagement strategies and scale retention efforts across the customer base
• Pass customer feedback back to product and revenue teams in a way that’s actually useful
• Help shape how Instrumentl supports and grows customer accounts as the CS function evolves
• Advocate for the customer internally when product, process, or support gaps are affecting adoption

What They’re Looking For

Required

• 3+ years of experience in a customer-facing Customer Success or Account Management role in SaaS
• Experience managing a large portfolio of 300+ accounts
• Strong relationship-building skills, including handling difficult conversations and working with leadership-level contacts
• Strong written and verbal communication skills
• Ability to explain complex topics in a simple, useful way over calls, email, and video
• Comfortable working in a fast-moving environment where processes may still be evolving
• Proactive, ownership-driven mindset with a willingness to improve workflows instead of just following them

Nice to Have

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

Benefits

• 100% covered health, dental, and vision insurance for employees
• 50% coverage for dependents
• Generous PTO, including parental leave
• 401(k)
• Company laptop
• Home office stipend
• Bi-annual company retreats