{"id":1916192,"url":"https://alion.io/job/instrumentl-customer-success-manager","title":"Customer Success Manager","company":{"id":7296,"name":"Instrumentl","domain":"instrumentl.com","url":"https://alion.io/company/instrumentl","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":80000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":true},{"name":"Intercom","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-06-03T17:07:06Z","employer_posted_date":"2026-06-03","last_verified_at":"2026-10-22T05:28:18Z","board_verified":true,"closed_at":null,"days_open":140,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":140},"description":"About the role:\nWe’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.\nOur 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!\nInstrumentl 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.\nWhat you'll do:\nOwn the customer relationship\nOwn post-sale onboarding, engagement, retention, and expansion across your portfolio of accounts.\nBuild personal relationships with customers and craft narratives that help them realize value and uncover new opportunities for deeper impact.\nNurture and grow accounts through 1:1 interactions, including challenging conversations at the leadership level.\nDrive retention and account health\nMeet and exceed customer satisfaction, adoption, renewal, and expansion targets.\n\nEvaluate adoption metrics, budgets, and stakeholder networks to manage account health and surface risk early.\n\nServe as a consultative partner to customers, sharing product knowledge and best practices to drive year-over-year renewal and expansion.\n\nConduct business reviews, identify opportunities for Instrumentl to better support each customer, and build tailored success plans for your accounts.\n\nWork across multiple internal and external stakeholders to manage complex annual renewal cycles.\n\nPartner and advocate\nCo-create engagement strategies with Customer Enablement Managers to scale adoption, retention, and upsell results across the base.\nServe as the voice of the customer, channeling feedback to revenue and product teams.\nWhat we're looking for:\nRequired\n4+ years in a customer-facing Customer Success or Account Management role at a SaaS company, ideally managing a portfolio of 100-200 accounts.\n\nProven relationship-building skills, including managing challenging conversations and building rapport with leadership-level customers.\n\nComfort owning annual contract renewal cycles end-to-end.\n\nStrong written and verbal communication: you can make complex topics simple, over video and in writing.\n\nComfort with ambiguity and change in a fast-paced environment, with a proactive, ownership-driven approach to process improvement.\n\nNice to have\nBackground in nonprofit development, or experience working with nonprofit customers.\n\nExperience at an early-stage startup.\n\nFamiliarity with G Suite, Zoom, Slack, Intercom, and HubSpot.\n\nExperience working remotely.\n\nCompensation & Benefits\nFor 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.\nBenefits\n100% covered health, dental, and vision insurance for employees (50% for dependents).\nGenerous PTO, including parental leave.\n401(k).\nCompany laptop and home-office stipend.\nBi-annual company retreats.\nInstrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here!","description_format":"text","description_chars":3616,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Nonprofits & Foundations","Nonprofit, Church & Membership Software"],"lifecycle":[{"event":"open","at":"2026-10-05T16:18:34Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"green card filings: 1","filings_12m":0,"filings_prev_12m":0,"green_card_filings_12m":1,"median_offered_wage_usd":127500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.246,"p_room":0.28,"age_days":140,"expected_fill_days":21,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/instrumentl-customer-success-manager","json_url":"https://alion.io/job/instrumentl-customer-success-manager.json","meta":{"generated_at":"2026-10-22T07:14:01Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2748,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7296},"rest":"https://alion.io/mcp/rest/get_company?id=7296"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finstrumentl-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Finstrumentl-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Finstrumentl-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/instrumentl-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finstrumentl-customer-success-manager"}]}