CustomerSuccessManager

## Description Hello, we’re 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 they’ve moved over $1 billion through our platform. We’re doubling year over year, customers love us (NPS 65+, Ellis PMF 60+), and we’re hiring people who want to build something that matters. ## About the role We’re hiring a Customer Success Manager, reporting to the Manager, Customer Success, to own the post-sale journey for a portfolio of nonprofit and grant-writing customers: onboarding, engagement, retention, and expansion. You’ll build the relationships and playbooks that turn customers into advocates as we scale our CS function for a fast-growing base. If you want to own outcomes end-to-end at a mission-driven, hypergrowth startup, this is the seat. ## What you'll do Own the customer relationship Own post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts. Build personal relationships with customers and craft narratives that help them realize value and uncover new opportunities for deeper impact. Nurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level. Drive adoption and account health Meet and exceed customer satisfaction, adoption, renewal, and expansion targets. Evaluate adoption metrics, budgets, and stakeholder networks to manage account health and surface risk early. Conduct business reviews and proactively identify ways Instrumentl can better support each customer. Consult on change management and share product knowledge and best practices to deepen platform use. Partner an