Customer Success Manager
Confirmed on the employer's own hiring board on Oct 21, 2026. First seen by Alion on Jun 3, 2026. Instrumentl scores B on the Alion truth index.
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.
Our ideal candidate is proactive, eager to learn, willing to experiment, and excited to collaborate with multiple teams to enhance the customer experience at Instrumentl. Get to know us at instrumentl.com/about!
Instrumentl is fully distributed (though if you’d like to work from our Oakland office, we would love to see you there). For this position, we are looking for candidates based in the continental US, between the Pacific and Eastern time zones.
What you'll do:
- 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.
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.
Serve as a consultative partner to customers, sharing product knowledge and best practices to drive year-over-year renewal and expansion.
Conduct business reviews, identify opportunities for Instrumentl to better support each customer, and build tailored success plans for your accounts.
Work across multiple internal and external stakeholders to manage complex annual renewal cycles.
- Co-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the base.
- Serve as the voice of the customer, channeling feedback to revenue and product teams.
Own the customer relationship
Drive retention and account health
Partner and advocate
What we're looking for:
4+ years in a customer-facing Customer Success or Account Management role at a SaaS company, ideally managing a portfolio of 100-200 accounts.
Proven relationship-building skills, including managing challenging conversations and building rapport with leadership-level customers.
Comfort owning annual contract renewal cycles end-to-end.
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.
Background in nonprofit development, or experience working with nonprofit customers.
Experience at an early-stage startup.
Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.
Experience working remotely.
Required
Nice to have
Compensation & 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.
For US-based candidates, the target salary range is $80,000-$110,000 USD base + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location. We're committed to paying competitively and equitably.
Benefits
Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here!