Customer Success Manager

About the Role

Join our mission-driven startup to help nonprofits achieve their goals by becoming their trusted advisor on our leading grant discovery and management platform.

Responsibilities

• Build and nurture strong relationships with a portfolio of Instrumentl customers.
• Own post-sale customer lifecycle including onboarding, engagement, retention, and expansion.
• Analyze adoption metrics and provide strategic guidance to customers to maximize their value from the platform.
• Act as the voice of the customer, advocating for their needs to product and revenue teams.
• Conduct business reviews and identify opportunities for customer growth and success.

Requirements

• 3+ years of customer-facing experience, preferably in a Customer Success or Account Management role within a SaaS environment.
• Proven ability to build rapport, manage relationships, and handle challenging conversations with customers, including leadership.
• Strong communication skills, with the ability to explain complex topics clearly in writing and over video.
• Empathy, adaptability, and a proactive, ownership-driven approach to problem-solving.
• Passion for Instrumentl's mission and supporting the nonprofit sector.

Nice-to-Haves

• Background in nonprofit development or fundraising.
• Experience in an early-stage startup environment.
• Experience working remotely.