Customer Enablement Manager

About the company

Instrumentl is a hypergrowth YC‑backed startup with over 5,500 nonprofit clients, from local shelters to larger organizations. We help nonprofits discover and manage grants through our SaaS platform.
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 will 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.
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 proposition.
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 per year OTE + 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.

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