Hello, we’re Instrumentl.

We’re a mission-driven startup supporting the nonprofit sector in creating meaningful impact, and we’re quickly becoming the top-rated tool for grant discovery and management. To help us continue that growth, we’re looking for a Customer Success Manager who can partner with our nonprofit and grant-writing customers and guide them toward achieving their goals with our platform.

If you’re energized by making customers happy, building lasting relationships, and helping people find real value, this role is for you.

About us:

Instrumentl is a fast-growing, YC-backed startup serving more than 4,000 nonprofits—from local shelters to major institutions like the San Diego Zoo and the University of Alaska. We’re shaping the future of fundraising automation by giving nonprofits the tools to find, track, and manage grants more efficiently through our SaaS platform.

Our growth is strong—cash flow positive, doubling annually, and supported by customers who truly love our product (NPS 65+ and Ellis PMF 60+). Come join us on this rocket ship.

About the role:

In your first year as a Customer Success Manager, you’ll help extend our reach by scaling our customer success operations. You’ll champion customers throughout their journey—from onboarding to ongoing engagement, product feedback, renewals, and upsells.

We’re looking for someone proactive, curious, experimental, and excited to collaborate across teams to improve the customer experience.

You’ll be the ninth member of the CS team and report to Priya, our Head of Customer Success. You’ll also work closely with:

– Amélie, Senior Customer Success Manager
– Angeline, Customer Success Manager
– Bryanah, Customer Success Manager
– Kyle, Customer Enablement Manager
– Nate, Customer Support Associate
– Rebecca, Associate Support Specialist
– Riley, Customer Enablement Manager

Learn more about us at https://www.instrumentl.com/about.

Instrumentl is fully remote, with the option to work from our Oakland office. For this role, we’re looking for someone based in the continental U.S., ideally available during Eastern or Central Time work hours.

What you’ll do:

• Build strong relationships with customers and help them recognize value, reach their goals, and identify new opportunities
• Manage onboarding, engagement, retention, and expansion for your assigned accounts
• Analyze adoption data, budgets, and key performance indicators to maintain account health
• Provide discovery, change management advice, product guidance, and best practices to help customers optimize their use of Instrumentl
• Strengthen customer relationships through personal, one-on-one interactions
• Partner with Customer Enablement Managers to develop engagement strategies that drive adoption, retention, and upsells
• Meet and exceed satisfaction, adoption, renewal, and expansion goals
• Lead business reviews and proactively recommend ways we can better support customers
• Advocate for customer needs and relay feedback to our revenue and product teams

What we’re looking for:

• 3+ years in customer-facing roles, ideally in SaaS Customer Success or Account Management managing 300+ accounts; nonprofit development experience is a plus
• Strong relationship-building and customer education skills
• Ability to design and scale creative engagement programs
• Excellent verbal and written communication
• High empathy and collaborative energy
• Comfort in fast-paced, evolving environments; startup experience is a plus
• Ownership mindset with a drive for process improvement
• Strong technical comfort with tools like G Suite, Zoom, Slack, Intercom, and Canva
• Growth mindset and openness to feedback
• Passion for Instrumentl’s mission and the nonprofit community
• Bonus: experience with nonprofit or SMB customers
• Bonus: remote work experience

Compensation and benefits:

• Salary is based on market data, stage, and role requirements, and includes equity, perks, and competitive benefits
• For U.S. candidates, the expected salary range is $80,000–$100,000 OTE plus equity, depending on location, qualifications, and experience
• 100% employer-paid health, dental, and vision insurance for employees; 50% for dependents
• Generous PTO and parental leave
• 401(k)
• Company laptop plus a home office setup stipend
• Company retreats for in-person connection
• Opportunities to work with mission-driven nonprofits and help power their success

What to expect:

Instrumentl is growing quickly. You’ll have plenty of new challenges, room to grow, and opportunities to shape the culture of our small but powerful team.

At Instrumentl:

• We prioritize our customers. Their feedback guides our improvements. Our core value is “The customer is the hero,” and we live by it.
• We embrace experimentation. We constantly explore new ideas and iterate—“bend the curve” is one of our key values.
• We value authenticity. We encourage open, clear communication and respect the unique backgrounds each team member brings.
• We’re collaborative and approachable. Every voice matters, and we’re all building Instrumentl together.
• We work with some of the kindest people out there—our customers often support education, conservation, and community work. By helping them use Instrumentl, you help them make a difference.

Ready to apply?

Please submit a written response or a Loom video addressing:
1. Why do you want to join Instrumentl?
2. What is the largest customer portfolio you’ve managed, including number of accounts and total revenue?
3. What is the most creative customer engagement tactic or project you’ve led? What was your role and the result?

Be sure to include the word “moxie” to show you read the full posting. Please attach your resume or CV.

We are committed to building a diverse team from the ground up. If you’re excited about growing with us and doing some of your best work here, we encourage you to apply.