Customer Enablement Manager

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 Enablement Manager, reporting to the Head of Customer Success, to create and deliver educational experiences for customers at every stage of their journey. You’ll be an advocate for our customers from onboarding through driving new engagement, gathering product feedback, and ensuring product adoption — scaling our CS efforts as Instrumentl grows.

What you'll do:

Customer Education & Onboarding

• Build and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value prop
• Create and deliver high-impact training programs and identify new opportunities for customer education
• Create and maintain self-serve resources for customers

Communications & Engagement

• Own a customer communication strategy that drives engagement and promotes brand loyalty
• Leverage quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
• Develop, manage, and maintain data-driven messaging campaigns with high open rates and low opt-out rates to create a coherent customer journey and improve product adoption

Retention & Advocacy

• Scale customer retention and identify upsell opportunities using a metrics-backed approach
• Serve as the voice of our customers, share customer feedback, and advocate for our customers’ needs, especially with revenue and product teams
• Assist with customer support questions and day-to-day tasks that enable our team and customers

What we're looking for:

Required

• SaaS experience: you have 2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role at a software company
• Customer education and onboarding: you're able to manage customer onboarding processes that combine human interaction and self-service tools
• Community engagement and program design: you can conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocates
• Communication: you pride yourself on your ability to communicate complex topics easily over video and in writing
• Empathy: you're warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customers
• Adaptability: you thrive in fast-paced environments, and you're comfortable handling ambiguity and change
• Ownership: you have a proactive approach to process improvement with the confidence to execute on new ideas
• Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva
• Growth mindset: you take feedback in stride and exhibit a growth mindset every day

Nice to Have

• Experience working with nonprofit or SMB customers
• Background in nonprofit development or fundraising
• Experience in an early-stage startup environment
• Experience working remotely

Compensation and Benefits:

For US-based candidates, the target salary range for this role is $70,000 – $85,000 USD, plus equity. Final compensation is determined based on experience, skillset, scope of responsibility, interview performance, and geographic location. We’re committed to paying competitively and equitably.

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

Why join Instrumentl?

Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow in your role - you won’t be bored! You’ll be an early member of our small but mighty team, playing a huge part in shaping our culture for the years and teammates to come.

At Instrumentl:

• We’re customer-focused. We routinely seek feedback from our customers to improve the Instrumentl experience for everyone. Our first company value is "The customer is the hero" and we mean it.
• We love to experiment. We are constantly generating new concepts and iterating to see what works - ideation and experimentation are essential here. "Bend the curve" is another key company value.
• We appreciate authenticity. We have a diverse range of life experiences, and we encourage open, clear communication with each other about the things that matter most to us.
• We’re approachable and collaborative. Everyone has a voice, and we’re all building Instrumentl together.
• We kick it every day with some of the nicest people in the world. No joke, our customers are often on the front lines educating kids, saving endangered species, and restoring watersheds. In helping them take advantage of Instrumentl’s technology, you’re helping them move the world forward.

Ready to apply?

Please submit either a written response or a link to a short Loom video, addressing the prompts below:

1. What is the most creative 1-to-many customer success project you’ve owned? What role did you play, and what was the outcome?

2. How have you used data to drive personalization and scale customer segmentation? What results have you achieved with your approach?

Don't forget to include the word moxie in your application to show you read this from start to finish! Along with your written response or Loom video, please attach your CV or resume.

Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We encourage candidates from all backgrounds to apply. If you need a reasonable accommodation during the application or interview process, please let us know.