Customer Success Manager, Instrumentl

• 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
• 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

Desirable

• We’re hiring a Customer Success Manager, reporting to the Manager, Customer Success, to own the post-sale journey for a portfolio of nonprofit and grant-writing customers: onboarding, engagement, retention, and expansion
• You’ll build the relationships and playbooks that turn customers into advocates as we scale our CS function for a fast-growing base. If you want to own outcomes end-to-end at a mission-driven, hypergrowth startup, this is the seat
• Own post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts
• Build personal relationships with customers and craft narratives that help them realize value and uncover new opportunities for deeper impact
• Nurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level
• 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
• Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the base
• Serve as the voice of the customer, channeling feedback to revenue and product teams

• 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