Customer Enablement Manager

Hello, we’re Instrumentl.

We’re a mission-driven startup helping the nonprofit sector to drive impact, and we’re well on our way to becoming the #1 most-loved grant discovery and management tool. To help us get there, we’re hiring a Customer Enablement Manager to create and deliver educational experiences for customers at every stage of their journey.

Are you motivated by customer happiness? Do you enjoy designing learning materials and owning communications strategy? If so, we have the perfect opportunity for you.

About us:

Instrumentl is a hypergrowth YC-backed startup with over 5,500 nonprofit clients, from local homeless shelters to larger organizations like the San Diego Zoo and the University of Alaska. We are building the future of fundraising automation, helping nonprofits to discover, track, and manage grants efficiently through our SaaS platform.

Our charts are dramatically up-and-to-the-right 📈 — we’re cash flow positive and doubling year-over-year, with customers who love us (NPS is 65+ and Ellis PMF survey is 60+). Join us on this rocket ship!

About the role:

In your first year as a Customer Enablement Manager, you will help expand our company’s reach by scaling our CS efforts. You'll be an advocate for our customers at every stage of the journey, from onboarding to driving new engagement, gathering product feedback, and ensuring product adoption.

Our 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!

Instrumentl 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 Eastern and Pacific time zones. 

What you'll get to do:

• Own a customer communication strategy that drives engagement and promotes brand loyalty
• Leverage both quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication efforts
• 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
• 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
• Create and maintain self-serve resources for customers
• 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:

• 2+ years of customer-facing work experience: ideally, you’ve held a Customer Success, Onboarding, or Training role in a SaaS environment.  A background in nonprofit development or fundraising is a plus!
• Customer education and onboarding: you are able to manage customer onboarding processes that combine human interaction and self-service tools. 
• Community engagement and program design: you are 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: you are warm and approachable in your interactions with others, and genuinely interested in fostering collaborative relationships with colleagues and customers.
• Adaptability : you thrive in fast-paced environments, and feel comfortable handling ambiguity and change. Experience in an early-stage startup environment is a plus!
• Ownership: you have a proactive approach to process improvement and the confidence to execute on new ideas.
• Tech savviness: you're familiar with tools like G Suite, Zoom, Slack, Intercom and Canva. You love shortcuts and can name your favorites off the top of your head.
• Growth mindset: you exhibit a growth mindset every day and take feedback in stride.
• Passion: you're excited about Instrumentl's mission and eager to support the work done by the nonprofit community!
• Bonus: experience working with nonprofit or SMB customers.
• Bonus: experience working remotely.

Compensation and Benefits:

• For US-based candidates, our target salary band is  $70,000 - $85,000/year + equity. Salary decisions will be based on multiple factors including geographic location, qualifications for the role, skillset, proficiency, and experience level. 
• 100% covered health, dental, and vision insurance for employees, 50% for dependents
• Generous PTO policy, including parental leave
• 401(k)
• Company laptop + stipend to set up your home workstation
• Company retreats for in-person time with your colleagues
• Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.

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.

At Instrumentl, we pride ourselves on building a diverse team from the ground up. Every role is an opportunity to teach, learn, and create some of your best work - if you’re excited to grow along with us, we encourage you to apply!