Customer Enablement Manager

Remote - USA Customer Success 6 Customer Success / Full-time / Remote

Hello, we
9re Instrumentl. 

Nonprofits do some of the most important work in the world, and most of them are still managing grants in spreadsheets. We
9re 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
9ve moved over $1 billion through our platform. We
9re doubling year over year, customers love us (NPS 65+, Ellis PMF 60+), and we
9re hiring people who want to build something that matters.

About the role:

We
9re 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
9ll 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 Instrumentls 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. Were 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. Youll always have new challenges and opportunities to grow here. Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace...