Instrumentl37mo ago

$80,000 – $100,000/yr

Customer Success Manager

RemoteFull-timemid

Customer Success ManagerCustomer SuccessCustomer

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Quick Summary

Overview

Hello, we’re Instrumentl. We’re a mission-driven startup helping the nonprofit sector to drive impact, and we’re well on our way to becoming the #1 most-loved grant discovery and management tool.

Technical Tools

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Hello, we’re Instrumentl.

We’re a mission-driven startup helping the nonprofit sector to drive impact, and we’re well on our way to becoming the #1 most-loved grant discovery and management tool. To help us get there, we’re hiring a Customer Success Manager to partner with our customers (nonprofits and grant writers) and provide the guidance they need to achieve their goals while using our platform.

Are you motivated by customer happiness? Do you enjoy building lasting relationships and helping customers to realize value? If so, we have the perfect opportunity for you.

About us:

Instrumentl is a hypergrowth YC-backed startup with over 5,000 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. We are building the future of fundraising automation, helping nonprofits to discover, track, and manage grants efficiently through our SaaS platform.

Our charts are dramatically up-and-to-the-right 📈 — we’re cash flow positive and doubling year-over-year, with customers who love us (NPS is 65+ and Ellis PMF survey is 60+). Join us on this rocket ship!

About the role:

In your first year as a Customer Success Manager, you will help expand our company’s reach by scaling our CS efforts. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, ensuring renewals and tackling upsells.

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.

Build and foster personal relationships with Instrumentl’s customers and craft compelling narratives to help them realize value, accomplish their organizational goals, and uncover new opportunities for deeper value

Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio

Evaluate adoption metrics, budgets, stakeholder networks, and other account performance data to support account health

Provide additional value to customers by conducting discovery, consulting on change management, and sharing product knowledge and best practices; help customers adapt their processes and challenge them on ways to improve their use of Instrumentl

Nurture and grow the relationship between Instrumentl and your assigned customer portfolio through 1-on-1 interactions

Co-create communication strategies with Customer Enablement Managers to drive the broadest engagement across our customer base, the most meaningful engagement tactics, and the best adoption, retention and upsell results

Meet and exceed customer satisfaction, adoption, renewal, and expansion targets

Conduct business reviews and proactively identify ways Instrumentl can better support our customers

Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams

3+ years of customer facing work experience: ideally, you’ve held a Customer Success or Account Management role in a SaaS environment, managing 300+ accounts. A background in nonprofit development or fundraising is a plus!

Relationship building: you are able to build rapport with ease and manage challenging conversations, especially with customers at the leadership level.

Customer engagement and program design: you are able to conceptualize, build, and scale creative engagement efforts that create exceptional customer experiences and turn users into vocal advocates.

Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing.

Empathy: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.

Adaptability: you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!

Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.

Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head.

Growth mindset: you exhibit a growth mindset every day and take feedback in stride.

Passion: you're excited about Instrumentl's mission and eager to support the work done by the nonprofit community!

Bonus: experience working with nonprofit or SMB customers.

Bonus: experience working remotely.

For US-based candidates, our target salary band is $80,000 - $100,000/year OTE + equity. Salary decisions will be based on multiple factors including geographic location, qualifications for the role, skillset, proficiency, and experience level.

100% covered health, dental, and vision insurance for employees, 50% for dependents

Generous PTO policy, including parental leave

401(k)

Company laptop + stipend to set up your home workstation

Company retreats for in-person time with your colleagues

Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.

Location & Eligibility

Where is the job

Worldwide

Fully remote, anywhere in the world

Who can apply

Same as job location

Listed under

Worldwide

Listing Details

Posted: April 7, 2023
First seen: March 26, 2026
Last seen: May 15, 2026

Posting Health

Days active: 49
Repost count: 0
Trust Level: 43%
Scored at: May 15, 2026

Signal breakdown

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Instrumentl

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Backed by years of personal and professional experience in the nonprofit and academic arenas, our team came together to create the most comprehensive source of grant and funder data in the world, and designed it around the needs of our community.

Employees

Founded

2014

Domain

instrumentl.com

Jobs

View 15 jobs

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Salary

$80,000 – $100,000

per year

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