Customer Enablement Manager

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

2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environment

Customer education and onboarding: able to manage customer onboarding processes that combine human interaction and self-service tools

Community engagement and program design: able to 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: warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customers

Adaptability: thrives in fast-paced environments and comfortable handling ambiguity and change

Ownership: proactive approach to process improvement with the confidence to execute on new ideas

Tech savviness: familiar with tools like G Suite, Zoom, Slack, Intercom, and Canva

Growth mindset: takes feedback in stride and exhibits 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

Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here.