Instrumentl

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

Customer Success 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.

Customer Support Team Lead

Manager

• Own a customer communication strategy that drives engagement and promotes brand loyalty
• Leverage both quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
• Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value prop
• Create and deliver high-impact training programs and identify new opportunities for customer education
• Develop, manage, and maintain data-driven messaging campaigns with high open rates and low opt out rates to create a coherent customer journey and improve product adoption
• Create and maintain self-serve resources for customers
• Scale customer retention and identify upsell opportunities using a metrics-backed approach
• Serve as the voice of our customers, share customer feedback, and advocate for our customers' needs, especially with revenue and product teams
• Assist with customer support questions and day to day tasks that enable our team and customers

Customer Enablement Manager

Content Marketing Manager

• Own Instrumentl’s content ecosystem as we evolve from a grant discovery tool into a full-lifecycle grant operating system.
• Steward our editorial vision and brand voice across every channel.
• Drive full-funnel growth, and shape how nonprofits discover and trust Instrumentl as the platform they can’t live without.
• Partner with growth product, agencies, and freelancers to grow SEO and GEO traffic quarter over quarter.
• Guide keyword and topic strategy, set the bar for editorial quality, and develop subject matter expertise in grants and nonprofit fundraising.
• Stay current on how generative search is reshaping content distribution and bring a POV on what to test.
• Develop and steward Instrumentl’s editorial vision and brand voice across blog, newsletter, social, and events.
• Build and run a content calendar where every asset earns its keep, turning one webinar or report into downstream pieces across channels.
• Get hands-on with original research, product copy, and flagship pieces where editorial judgment matters most.
• Partner with product marketing and growth on ad campaigns, gated assets, landing pages, sales collateral, and nurture sequences.
• Set up AI workflows the rest of the team can use to draft and QA on-brand copy quickly without diluting our voice.
• Manage a roster of freelancers and agencies to execute at scale.

Senior Content Marketing Manager

Product Analyst

• Growth partner. Design experiments, prioritize hypotheses, and analyze what moved the needle in partnership with our Acquisition and Activation Growth squads.
• Experimentation. Own the experimentation framework end-to-end: design, statistical rigor, readouts, and the decisions that come out of them.
• Semantic layer + self-serve. Build out our semantic layer in Omni so PMs, designers, and Sales can self-serve trustworthy answers without pinging you.
• Company reporting. Build source-of-truth dashboards that connect product and growth metrics to ARR, activation, retention, and ROI.
• Data quality. Partner with Engineering and Data Platform to validate tracking, schemas, and pipelines across Heap, BigQuery, and Omni.
• Cross-functional comms. Translate complex analyses into concise, actionable narratives for technical and non-technical audiences across Product, Growth, and Leadership.

Lead Product Analyst

Revenue Operations

• Maintain our marketing data model in HubSpot, ensuring clean object relationships, consistent field architecture, and scalable structure as we grow
• Build and maintain data pipelines that connect external sources (product usage from our Growth Product team, event/webinar platforms, enrichment providers, ad platforms, etc.) into our marketing systems
• Establish data governance standards and ensure data quality across all marketing systems, from campaign attribution to lifecycle stage definitions
• Partner with Growth Product to instrument signup and onboarding events, ensuring product data flows cleanly into HubSpot
• Continuously test, refine, and improve lead scoring and segmentation models based on conversion data and PMM feedback
• Create a 'single source of truth' for marketing data that PMMs, Events & Community, Growth, and the broader GTM org can trust
• Evaluate, implement, and optimize AI tools that enhance marketing productivity (content personalization, audience research, etc.)
• Build automated workflows that reduce manual work for marketers. Think enrichment on inbound signups, automated event follow-up sequences, intelligent nurture branching, and onboarding triggers
• Build and maintain dashboards and reports that provide visibility into funnel health, channel performance, campaign ROI, event ROI, and signup → activation conversion
• Document metric definitions, scoring logic, and attribution methodologies to ensure transparency across Marketing and GTM teams
• Partner with Data Engineering and the Growth Product eng team, and own outside integrations between our marketing tools (HubSpot, event platforms, community tools, ad platforms, enrichment, product analytics, data warehouse)
• Support the Events & Community team in launching in-person events, from list building to reporting on results

RevOps Manager

• Build our sales enablement function from zero: define the strategy, roadmap, and operating cadence
• Design and run new hire onboarding that gets AEs and SDRs to productivity faster with clear ramp milestones and measurable benchmarks
• Own product launch readiness for the sales team: translating new features, pricing changes, and product expansions into positioning, talk tracks, objection handling, and demo flows
• Build and maintain a sales content library that reps actually use: battlecards, one-pagers, competitive intel, email templates, call scripts
• Develop ongoing training programs tied to real performance gaps: call reviews, deal strategy sessions, skill-specific workshops
• Partner with Sales Managers to build coaching frameworks and give them tools to develop their teams
• Create and manage competitive intelligence: tracking market moves, synthesizing win/loss data, and arming the team with differentiated positioning
• Instrument the enablement function: track leading indicators (content adoption, certification completion, ramp velocity) and tie them back to revenue outcomes
• Collaborate with Marketing on messaging alignment, event prep, and campaign-to-sales handoff quality
• Work with Product to ensure the sales team deeply understands the roadmap and can credibly speak to where the platform is headed