Customer Success Manager

Customer Success Manager handling customer onboarding, engagement, and retention at Instrumentl's SaaS platform for nonprofits.

Posted 6/3/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Key responsibilities & impact

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.

What you’ll need

3+ years in a customer-facing Customer Success or Account Management role in SaaS, managing a portfolio of 300+ accounts.
Proven relationship-building, including managing challenging conversations and building rapport with leadership-level customers.
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.
Nice to have: Background in nonprofit development or fundraising.
Experience at an early-stage startup.
Experience working with nonprofit or SMB customers.
Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
Experience working remotely.

Comp & perks

100% covered health, dental, and vision insurance for employees (50% for dependents).
Generous PTO, including parental leave.
401(k).
Company laptop and home-office stipend.
Bi-annual company retreats.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementchange managementadoption metricsbusiness reviewsportfolio management

Soft Skills

relationship buildingcommunicationproactive approachownership-drivennarrative craftingcustomer engagement