Instrumentl is growing! We’re hiring a Customer Success Manager (CSM) to help our customers (nonprofits and grant writers) achieve their goals while using our platform. If you are motivated by customer happiness and excited to join a mission-driven company, then this role is made for you.
About us:
Instrumentl (YC S16) is the best platform for nonprofits and grant writing consultants looking to grow revenue. We help over 3,000 organizations to manage their institutional fundraising and win more grants by bringing discovery, tracking, and grant management to one place.
Our mission is to be a force multiplier on the nonprofit sector’s ability to drive impact. We’re profitable and doubling year-over-year, with strong product-market fit (NPS is 60+).
About the role:
In your first year as a Customer Success Manager, you will help expand our company’s reach by scaling our CS efforts. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, and ensuring renewals.
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.
You'll be the 7th member of the CS team, reporting directly to Tracie, our Customer Success Lead. You'll also work closely with:
- Amélie, CSM
- Eric, Customer Support Associate
- Ketaki, CSM
- Rebecca, Customer Education Manager
- Will, Head of Growth & Customer Success
Instrumentl is fully distributed (read: no office!). For this position, we are looking for someone based in the continental US, but open to those flexible to Eastern or Central Time standard working hours as well.
What to expect:
Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow in your role - you won’t be bored! You’ll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come.
At Instrumentl:
- We’re customer-focused. We routinely seek feedback from our customers to improve the Instrumentl experience for everyone. Our first company value is "The customer is the hero" and we mean it.
- We love to experiment. We are constantly generating new concepts and iterating to see what works - ideation and experimentation are essential here. "Bend the curve" is another key company value.
- We appreciate authenticity. We have a diverse range of life experiences, and we encourage open, clear communication with each other about the things that matter most to us.
- We’re approachable and collaborative. Everyone has a voice, and we’re all building Instrumentl together.
- We kick it every day with some of the nicest people in the world. No joke, our customers are often on the front lines educating kids, saving endangered species, and restoring watersheds. In helping them take advantage of Instrumentl’s technology, you’re helping them move the world forward.
Ready to apply?
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.
2. What is the most creative 1-to-many customer success campaign you’ve worked on? What role did you play, and what was the outcome?
Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume.
At Instrumentl, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you’re excited to grow along with us, we encourage you to apply!
