About this Customer Success Manager role at Instrumentl
Hello, we’re Instrumentl. 👋
Grants fund nonprofit work, but they also create some of the toughest operational challenges. Every grant brings its own deadlines, spending restrictions, reporting requirements, and commitments, so managing that complexity across fundraising, finance, and HR requires more than spreadsheets.
Instrumentl is the system of record for grants. We bring discovery, applications, award compliance, and grant operations into one platform, giving nonprofits a shared foundation to grow their revenue and impact. More than 6,000 nonprofits rely on Instrumentl, from local community groups to state and county governments, universities, and maybe even your local animal shelter.
We're a cash flow positive, YC-backed company building our next chapter, and we're hiring people who will shape and grow the impact of the nonprofit sector.
About the role:
Our ideal candidate is proactive, eager to learn, willing to experiment, and excited to collaborate with multiple teams to enhance the customer experience at Instrumentl. Get to know us at instrumentl.com/about!
Instrumentl is fully distributed (though if you’d like to work from our Oakland office, we would love to see you there). For this position, we are looking for candidates based in the continental US, between the Pacific and Eastern time zones.
What you'll do:
Own the customer relationship
Drive retention 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.
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.
Partner and advocate
What we're looking for:
Required
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.
Nice to have
Background in nonprofit development, or experience working with nonprofit customers.
Experience at an early-stage startup.
Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
Experience working remotely.
Compensation & Benefits
For US-based candidates, the target salary range is $80,000–$110,000 USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location. We're committed to paying competitively and equitably.
Benefits
Ready to apply?
Please submit either a written response or a link to a short Loom video, addressing the prompts below:
1. What is the largest book of business you have managed in previous roles? We are interested in the number of customers you’ve worked with simultaneously and the amount of revenue you've owned.
2. What is the most creative customer engagement tactic you've used or project you’ve worked on? What role did you play, and what was the outcome?
Along with your written response or Loom video, please attach your CV or resume.
