Customer Enablement Manager

Instrumentl; United States; On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

PTO and parental leave

401(k)

Home-office stipend

Bi-annual company retreats

Job summary

Instrumentl, a profitable, hypergrowth SaaS platform for nonprofits, is hiring a Customer Enablement Manager to craft educational experiences across the customer journey. You will drive onboarding, engagement, and product feedback, while scaling CS efforts as the company grows.

You will design onboarding materials, manage training programs, and create self-serve resources, using data to tailor messaging and foster loyalty. Remote-friendly startup culture with strong growth opportunities.

Qualifications

• 2+ years in a customer-facing role in SaaS (CS, onboarding, or training).
• Ability to design and run customer onboarding processes with human and self-serve elements.
• Experience building education programs and self-serve resources.
• Strong written and video communication skills.
• Empathetic, collaborative, and adaptable in fast-paced settings.
• Ownership mindset with a proactive approach to improvements.

Responsibilities

• Build and deploy educational materials to improve onboarding and product adoption.
• Create and deliver high-impact training programs and identify new opportunities.
• Create and maintain self-serve resources for customers.
• Own customer communications to drive engagement and loyalty.
• Leverage data to tailor messaging and personalize customer journeys.
• Develop campaigns to boost retention and advocacy.

Skills

Customer onboarding

Education materials

Communication

Community engagement

Data-driven messaging

Empathy

Adaptability

Ownership

Tech savviness

Tools

G Suite

Zoom

Slack

Intercom

Canva

Job description

Hello, we03re Instrumentl. Nonprofits do some of the most important work in the world, and most of them are still managing grants in spreadsheets. We're fixing that.

Instrumentl is a profitable, hypergrowth, YC-backed SaaS platform building the operating system for grant-funded organizations. More than 5,500 nonprofits use Instrumentl to discover, track, and win grant funding, from local community organizations to the San Diego Zoo and the University of Alaska. Collectively they79ve moved over $1 billion through our platform.

We're growing quickly, customers love us (check out our G2 reviews!), and we're hiring people who want to build something that matters.

About The Role

We7re hiring a Customer Enablement Manager, reporting to the Manager, Customer Success to create and deliver educational experiences for customers at every stage of their journey. Youll be an advocate for our customers from onboarding through driving new engagement, gathering product feedback, and ensuring product adoption 3 scaling our CS efforts as Instrumentl grows.

What Youll Do

• Customer Education & Onboarding: Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentls value prop
• Create and deliver high-impact training programs and identify new opportunities for customer education
• Create and maintain self-serve resources for customers

Communications & Engagement

• Own a customer communication strategy that drives engagement and promotes brand loyalty
• Leverage quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
• 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

Retention & Advocacy

• 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

Required

• 2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environment
• Customer education and onboarding: able to manage customer onboarding processes that combine human interaction and self-service tools
• Community engagement and program design: able to conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocates
• Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing
• Empathy: warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customers
• Adaptability: thrives in fast-paced environments and comfortable handling ambiguity and change
• Ownership: proactive approach to process improvement with the confidence to execute on new ideas
• Tech savviness: familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva
• Growth mindset: takes feedback in stride and exhibits a growth mindset every day

Nice to Have

• Experience working with nonprofit or SMB customers
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment
• Experience working remotely

Compensation And Benefits

For US-based candidates, the target salary range for this role is $70,000 1,000 USD, plus equity. Final compensation is determined based on experience, skillset, scope of responsibility, interview performance, and geographic location. Were committed to paying competitively and equitably.

Benefits

• 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

Instrumentl is evolving rapidly. Youll always have new challenges and opportunities to grow here.

Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We encourage candidates from all backgrounds to apply. If you need a reasonable accommodation during the application or interview process, please let us know.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.