Instrumentl
Customer Success Manager
Remote - USA
Sponsorship not specified$80k-$100kDetected 48 days ago
Account ManagementCustomer SuccessIntercomLeadershipCommunication
About the role
- 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.
- Consult on change management and share product knowledge and best practices to deepen platform use.
Responsibilities
- Own the customer relationship
- Own post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts.
- Conduct business reviews and proactively identify ways Instrumentl can better support each customer.
- Partner and advocate
- Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the base.
Requirements
- 3+ years in a customer-facing Customer Success or Account Management role in SaaS, managing a portfolio of 300+ accounts.
- 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.
- Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
- Experience working remotely.
Compensation
- For US-based candidates, the target salary range is $80,000-$100,000 USD base + equity.
- Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location.
- Bi-annual company retreats.
Benefits
- 100% covered health, dental, and vision insurance for employees (50% for dependents).
- Generous PTO, including parental leave.
- Company laptop and home-office stipend.
- Drive adoption and account health
- Evaluate adoption metrics, budgets, and stakeholder networks to manage account health and surface risk early.
Company info
- Proven relationship-building, including managing challenging conversations and building rapport with leadership-level customers.
- Experience working with nonprofit or SMB customers.
- Build personal relationships with customers and craft narratives that help them realize value and uncover new opportunities for deeper impact.
- What we're looking for:
Equal opportunity
- equal opportunity employer.
- If you need a reasonable accommodation during the application or interview process, please let us know.
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This listing is sourced directly from Instrumentl's careers page and normalized into a canonical job model.