Customer Success Manager

December 15, 2023

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Instrumentl

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Instrumentl is the best platform for grant seekers looking to grow revenue.

11 - 50

💰 Seed Round on 2017-07

Description

• Build and foster relationships with Instrumentl’s customers to help them realize value and accomplish their organizational goals • Take on primary ownership of post-sale onboarding, engagement, retention, and expansion of customer accounts within your portfolio • Meet and exceed customer satisfaction, adoption, renewal, and expansion targets • Provide additional value to customers via 1-to-many delivery models, sharing product and best practice guidance, and conducting periodic business reviews • Contribute to the Instrumentl Knowledge Base by authoring and updating resources such as KB articles, guides, community FAQs, product documentation, etc. • Be the voice of customers across the company, especially when collaborating with product and other revenue teams

Requirements

• 3+ years of 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! • Customer education and onboarding: you are able to manage customer onboarding processes that combine human interaction and self-service tools. • Community engagement and program design: you are able to conceptualize, build, and lead creative customer engagement efforts that 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.

Benefits

• Competitive salary ($75,000-$100,000/year OTE), depending on experience • 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 • Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.