Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of post-sale onboarding, customer engagement, retention, and expansion within your assigned portfolio of accounts.

• Foster personal relationships with clients and develop narratives that help them recognize value and identify new opportunities for greater impact.

• Cultivate and expand accounts through one-on-one interactions, including difficult discussions at the leadership level.

• Achieve and surpass customer satisfaction, adoption, renewal, and expansion objectives.

• Assess adoption metrics, budgets, and stakeholder networks to monitor account health and identify risks at an early stage.

• Conduct business reviews and proactively discover ways Instrumentl can enhance support for each customer.

• Advise on change management while sharing product knowledge and best practices to promote deeper platform utilization.

• Collaborate with Customer Enablement Managers to develop engagement strategies that enhance adoption, retention, and upsell outcomes across the customer base.

• Act as the voice of the customer, relaying feedback to both revenue and product teams.

⛳️ Requirements

• Over 3 years of experience in a customer-facing Customer Success or Account Management position in SaaS, managing a portfolio of more than 300 accounts.

• Demonstrated ability to build relationships, including handling difficult conversations and establishing rapport with leadership-level clients.

• Excellent written and verbal communication skills: capable of simplifying complex topics through video and written communication.

• Adaptability to ambiguity and change in a dynamic environment, coupled with a proactive, ownership-oriented approach to process enhancement.

• Preferred: Experience in nonprofit development or fundraising.

• Background in an early-stage startup environment.

• Experience working with nonprofit or small-to-medium business customers.

• Proficient in G Suite, Zoom, Slack, Intercom, and HubSpot.

• Experience in a remote work setting.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance fully covered for employees (50% coverage for dependents).

• Generous paid time off, including parental leave.

• 401(k) retirement plan.

• Company-provided laptop and stipend for home office setup.

• Bi-annual company retreats.