Instrumentl

Analyst

• Own the deal path, end to end
• Review and approve standard order forms, discounts, and payment terms so AEs can close without a bottleneck
• Lead the most complicated new deals and renewals: multi-year, custom payment structures, non-standard terms
• Partner with AEs before quotes go out so we shape deals we can actually book and invoice cleanly
• Act as our POC with our outside commercial counsel to review customer redlines and legal communications
• Redesign our manual invoice / order form process into something an AE can drive independently, with your review at the tail end
• Build the checks, templates, and CPQ/CRM configuration that keep AE-driven deals inside the guardrails
• Track where standard requests still get stuck and remove the friction, whether it lives in HubSpot, Stripe, or our internal process
• Work with the Customer Success team so they can independently handle common invoicing changes, refunds, and Stripe actions on behalf of customers
• Write the playbooks and set the guardrails so CS knows when they can act and when to loop you in
• Make sure deals close in a way Finance can recognize cleanly: correct billing terms, clean Stripe records, accurate CRM data
• Partner with Accounting on month-end cleanup for anything non-standard that hit the ledger

Senior Deal Desk Analyst

Customer Success Manager

• Own day-to-day execution of the scaled CS motion, where a small team supports a high volume of lower-ACV customers through data-driven, one-on-one engagements.
• Design the customer journey for scale: define the touchpoints, plays, and automation that help customers reach value without a dedicated CSM for every account.
• Set clear, data-driven goals for the team tied to activation, adoption, retention, and expansion across the scaled book.
• Partner with the book-of-business motion so accounts move cleanly between segments and customers never fall through the cracks.
• Manage, coach, and develop a team of roughly six Scaled Customer Success Managers.
• Run effective 1:1s focused on performance, skill development, and growth.
• Conduct call and workflow reviews and provide enablement to help the team improve their craft.
• Support goal-setting, feedback, and performance management in alignment with company values.
• Build and own the operating rhythm for scale: segmentation, health scoring, playbooks, and the reporting that tells you where to focus.
• Stand up and improve the systems the motion runs on, including CRM workflows, lifecycle automation, and dashboards.
• Use data and customer signals to decide where the team spends its time and to catch risk early.
• Identify gaps in execution and proactively improve workflows and handoffs as the motion matures.
• Join customer calls and conversations as needed, including escalations and moments that need a leader in the room.
• Guide the team through complex customer situations and decision-making.
• Model strong customer communication, empathy, and problem-solving in real interactions.

Manager, Scaled Customer Success

Account Executive

• Execute a comprehensive outbound strategy targeting C-level executives, VPs, and IT Directors at national headquarters of multi-chapter, franchise, or network-based organizations.
• Map out complex organizational hierarchies to identify key stakeholders at both the national headquarters and regional levels to influence bulk licensing decisions.
• Own the entire sales process from initial outreach, discovery, and product demonstration to negotiation, final contract signature and continuous expansion of the contract to include more licenses.
• Structure and negotiate complex, large-scale software licensing deals and partnership agreements to drive significant, recurring revenue.
• Tailor presentations to demonstrate how the software solves efficiency, compliance, or operational challenges across all chapters of the network.
• Maintain meticulous records within CRM systems (e.g., Salesforce) to track activity, forecast revenue, and manage a healthy pipeline

Senior Account Executive, National Accounts

Chief Marketing Officer

• Build and own the multi-channel demand engine: SEO/SEM, Paid Social, Email, and emerging channels. Set targets and own the resourcing plan and outcomes behind them
• Develop creative campaigns and messaging that compels nonprofits and grant-funded organizations to engage and convert
• Lead our AEO/GEO approach so Instrumentl shows up across traditional and AI-powered discovery
• Own the conversion funnel from first touch through free-trial activation and Sales handoff
• Partner with Product and RevOps to optimize landing pages, onboarding flows, and lead routing
• Work with PMM, Brand, and Events to build integrated campaigns Align with Sales on lead quality and pipeline; partner with RevOps and Finance on attribution, budgeting, and ROI
• Stand up the needed dashboards and reporting infrastructure to support data driven decision making
• Build a rigorous test-and-learn model: structured experiments, fast iteration, clear learnings
• Use AI tools to accelerate execution and build workflows that compound over time

Head of Growth Marketing

Backend Engineer

• Ship AI to production
• Build tool-using LLM agents (task planning, function and tool calling, multi-step workflows, guardrails) for grant discovery, application drafting, and research assistance.
• Turn prototypes into resilient, observable services with clear SLAs, rollback and fallback strategies, and cost and latency budgets.
• Stand up evaluation and observability so our AI stays grounded, safe, and cost-effective.
• Build trustworthy backends
• Write high-quality, thoroughly tested code across the backend and the data pipelines that power retrieval and evaluation.
• Contribute to reliability practices: alerts, dashboards, and incident response.
• Collaborate and raise the bar
• Partner with Product, Design, and GTM on scoping, UX, and measurement.
• Run experiments (A/B, canaries), interpret results, and iterate.
• Raise engineering standards through clear, maintainable code, tests, docs, and thoughtful review.

Senior Backend Engineer

Executive Assistant

• Own the co-founders' calendars, resolving conflicts and protecting focus time without sending decisions back up.
• Coordinate complex scheduling across the leadership team and external parties, always holding a week-plus view.
• Manage silent holds, reprioritize on the fly, and keep both calendars accurate and current.
• Partner with recruiting to schedule candidate interviews quickly and cleanly.
• Run day-to-day office operations on your in-office days: lunches, supplies, packages, and marketing materials.
• Own vendor coordination and keep the office stocked so the team never has to think about it.
• Support on-site logistics for meetings and visitors.
• Own follow-through on what the co-founders hand off so nothing slips.
• Prep materials, manage travel and expenses, and run ad hoc projects end to end.
• Grow into broader support across the leadership team as the role expands.

• Become an expert on grants and institutional fundraising so you can have genuinely useful conversations with prospects
• Outbound into your book of business using creative, personalized tactics to generate pipeline
• Run a mix high-velocity and longer sales cycles with warmth and precision, from first contact through close
• Follow up with prospects quickly and be highly responsive to their questions
• Experiment with new onboarding flows and sales pitches to accelerate growth
• Deliver concierge-level onboarding experiences that upgrade customers’ institutional fundraising workflows and help them love the Instrumentl brand
• Provide product and design input on the first-time user experience
• Surface insights from customer conversations to improve positioning and pitch

Product Designer

• Own GrantOS end-to-end
• Lead design across GrantOS Platform and Core, from discovery and research through shipping and iteration
• Shape how grant professionals interact with Instrumentl as a platform: task management, reporting, integrations, and the data relationships that span the full grant lifecycle
• Drive zero-to-one product development in greenfield spaces where the problem isn't fully defined, and help define it
• Define the interaction patterns and design system foundations that every other product area inherits
• Raise the quality bar across Instrumentl's design system and coach other designers
• Act as a force multiplier for the broader design team, shaping how the org operates
• Conduct and synthesize user research independently, translating ambiguous user needs into clear product direction
• Partner as a true strategic peer to your PM and engineering lead, bringing a point of view and driving alignment across product, engineering, and GTM

Staff Product Designer – Grant OS

Marketing

• Own the research, evaluation, and recommendation for which conferences and field events Instrumentl should invest in
• Build and maintain the event calendar aligned with marketing and revenue goals
• Develop a clear POV on where we show up, why it matters, and what success looks like for each event
• Track spend against approved budgets, flag overages or savings opportunities, and ensure strong ROI discipline across the events portfolio
• Drive every phase of conference execution: securing booth and sponsorship opportunities, managing organizer relationships, coordinating registrations, cross-functional preparation and coordination, swag and shipping
• Build repeatable event playbooks and process documentation so the program scales smoothly with clear expectations for involved teams
• Partner with Sales, RevOps, PMM, Partnerships, and Virtual Events to drive registrations, coordinate co-marketing opportunities, build pre-event outreach sequences, and create post-event nurture campaigns that extend reach across channels
• Plan and execute conference-adjacent opportunities including happy hours, dinners, and gatherings that deepen relationships with prospects and customers outside the exhibit hall
• Manage relationships with event organizers, venues, A/V providers, swag vendors, and logistics partners
• Negotiate contracts and sponsorship packages to maximize value
• Help define what Instrumentl's in-person event presence should look like outside of conferences, including developing repeatable event formats, audiences, cadences, and goals
• Bring a strategic POV on how in-person events can deepen relationships with customers, advocates, and prospects in ways other channels can’t
• Own the program end-to-end: venue sourcing, guest list curation, invite campaigns, onsite hosting, internal team briefing, and post-event follow-up
• Build the playbook from scratch (city selection, format templates, budget guardrails) so the program is repeatable and scalable from day one
• Track engagement outcomes and surface qualitative insights to Product, Marketing, and Partnerships to continuously refine the program
• Own the lead capture process at events including badge scanning, QR codes, intake forms; ensure clean, timely handoff of attendee data to RevOps and Sales
• Track event performance against pipeline goals, including leads generated, meetings booked, opportunities influenced, and cost efficiency
• Produce post-event recaps with actionable insights and recommendations including capturing on-the-ground intelligence on customer sentiment, competitive presence, and market trends that inform PMM, Product, and Leadership teams
• Serve as the field intelligence function for the company, synthesizing what you're hearing and seeing at events into a regular loop with Sales, PMM, and Partnerships
• Own the narrative on which in-person events are working, and why
• Stand up and manage conference and in-person event Slack channels, schedule and facilitate kick-off meetings, and keep cross-functional stakeholders informed and aligned throughout the planning cycle
• Proactively flag dependencies, blockers, and learnings across teams

Field Marketing Manager

• 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.
• Conduct business reviews and proactively identify ways Instrumentl can better support each customer.
• Consult on change management and share product knowledge and best practices to deepen platform use.
• 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.

Customer Support

• Own the customer experience
• Handle customer tickets, escalations, billing questions, bug reports, and product education. You’re in the queue, not above it.
• Set the standards for response quality, tone, accuracy, and escalation, then hold the team (humans and AI) to them.
• Improve first-response and resolution times for our highest-priority ticket types while maintaining or improving CSAT.
• Build lightweight QA loops so quality is something we measure, not something we hope for.
• Scale support through AI and self-serve
• Own day-to-day Fin/AI support performance: training, monitoring, reviewing answers, and tightening workflows.
• Spot repetitive ticket categories that should be solved by AI, macros, better help-center content, or product education, and ship the fix.
• Build human-in-the-loop workflows so AI resolves more, and routes the rest to a human cleanly.
• Use customer conversations as a feedback loop: surface documentation gaps, AI gaps, UX issues, and product confusion.
• Build the support operating system
• Own queue management, routing, escalation paths, SLAs, and coverage planning, including the awkward stuff like company off-sites and holidays.
• Sharpen billing, cancellation, and refund workflows in partnership with Finance and CS.
• Oversee operational data workflows, including our spreadsheet-import process and the contractors who power it.
• Create internal playbooks and documentation so support doesn’t live in tribal knowledge.
• Build reporting that helps leadership see ticket volume, customer pain, team performance, and scaling risk.