Customer Enablement Manager

Hello, we’re Instrumentl. 👋 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 growing quickly, customers love us (check out our G2 reviews!), 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 Manager, 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 & OnboardingBuild and deploy educational materials that improve customer onboarding, product adoption, and awareness of Instrumentl’s value propCreate and deliver high-impact training programs and identify new opportunities for customer educationCreate and maintain self-serve resources for customers Communications & EngagementOwn a customer communication strategy that drives engagement and promotes brand loyaltyLeverage quantitative and qualitative data to drive segmentation strategies and dynamic personalization for various communication effortsDevelop, 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 & AdvocacyScale customer retention and identify upsell opportunities using a metrics-backed approachServe as the voice of our customers, share customer feedback, and advocate for our customers’ needs, especially with revenue and product teamsAssist with customer support questions and day-to-day tasks that enable our team and customers What we're looking for: Required2+ years of customer-facing work experience, ideally in a Customer Success, Onboarding, or Training role in a SaaS environmentCustomer education and onboarding: able to manage customer onboarding processes that combine human interaction and self-service toolsCommunity engagement and program design: able to conceptualize, build, and lead creative customer engagement efforts that turn users into vocal advocatesCommunication: you pride yourself on your ability to communicate complex topics easily over video and in writingEmpathy: warm and approachable, genuinely interested in fostering collaborative relationships with colleagues and customersAdaptability: thrives in fast-paced environments and comfortable handling ambiguity and changeOwnership: proactive approach to process improvement with the confidence to execute on new ideasTech savviness: familiar with tools like G Suite, Zoom, Slack, Intercom, and CanvaGrowth mindset: takes feedback in stride and exhibits a growth mindset every day Nice to HaveExperience working with nonprofit or SMB customersBackground in nonprofit development or fundraisingExperience in an early-stage startup environmentExperience working remotely Compensation & Benefits: For US-based candidates, the target salary range is $70,000 – $85,000 USD + equity. Final compensation is determined based on experience, skillset, scope, interview performance, and geographic location. Benefits100% covered health, dental, and vision insurance for employees (50% for dependents)Generous PTO, including parental leave401(k)Company laptop and home-office stipendBi-annual company retreats Instrumentl is evolving rapidly. You’ll always have new challenges and opportunities to grow here. Instrumentl is an equal opportunity employer. We are committed to building an inclusive workplace and do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We encourage candidates from all backgrounds to apply. If you need a reasonable accommodation during the application or interview process, please let us know. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.