Remote Customer Success Manager — Nonprofit SaaS Growth

Instrumentl; Northern (KY); Hybrid; USD 80,000 - 110,000; Full time

Benefits offered by this job

Company laptop and home-office stipend

Bi-annual company retreats

Generous PTO and parental leave

Job summary

Instrumentl is hiring a Customer Success Manager to own the post-sale journey for a portfolio of nonprofit and grant-writing customers. You’ll manage onboarding, engagement, retention, and expansion while building relationships and playbooks that turn customers into advocates as we scale our CS function.

The role emphasizes collaboration across teams, proactive problem solving, and ownership of outcomes in a fast-growing startup. Remote-friendly with candidates based in the continental US.

Qualifications

• 4+ years in a customer-facing CS/Account Mgmt role at a SaaS company, portfolio of 100-200 accounts ideal.
• Proven relationship-building skills, including handling conversations with leadership-level customers.
• Comfort owning annual contract renewal cycles end-to-end.
• Strong written and verbal communication: explain complex topics clearly on video and in writing.
• Adaptable to ambiguity and change in a fast-paced environment with proactive ownership.

Responsibilities

• Own post-sale onboarding, engagement, retention, and expansion across your portfolio.
• Build personal relationships with customers and craft narratives that reveal value and opportunities.
• Nurture and grow accounts through 1:1 interactions and leadership-level discussions.
• Meet and exceed satisfaction, adoption, renewal, and expansion targets.
• Conduct business reviews and surface opportunities to better support each customer.

Skills

Relationship-building

Communication

Contract renewals

Challenging conversations

Tools

G Suite

Zoom

Slack

Intercom

HubSpot

Job description

Instrumentl is hiring a Customer Success Manager to own the post-sale journey for a portfolio of nonprofit and grant-writing customers. You’ll manage onboarding, engagement, retention, and expansion while building relationships and playbooks that turn customers into advocates as we scale our CS function.

The role emphasizes collaboration across teams, proactive problem solving, and ownership of outcomes in a fast-growing startup. Remote-friendly with candidates based in the continental US.