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 growing quickly, customers love us (check out our G2 reviews!), and we're hiring people who want to build something that matters.

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:

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

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

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

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

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.

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.Originally posted on Himalayas

- Proven experience creating and delivering customer training programs or educational content

- Ability to leverage quantitative and qualitative data for segmentation and personalization

- Experience managing data-driven messaging campaigns (e.g., email) with measurable outcomes