Customer Success Representative
Editory · Part-time, hourly · $20/hour · Remote
About Editory
Editory is a video creation platform built for journalism. We help reporters, writers, and news organizations turn their written stories into professional, journalist-led video in minutes, with no editing timelines, production teams, or specialized skills required. Our newsroom customers range from national outlets to solo journalists building an audience.
We’re also bringing that same technology to clinical research sites, helping research teams turn dense written material into clear, human-led video for the people they need to reach. It’s a newer side of our business and it’s growing quickly.
We’re a small, early-stage team that moves fast, which means this role has real ownership from week one.
The role
You’ll be the first person new customers meet after they sign up, and the person they keep coming back to. You’ll work across both sides of our business, newsrooms and clinical research sites. That means onboarding each onto Editory, running regular check-in calls, tracking how they’re doing, and making sure they’re getting real value from the product. The two groups have different workflows, goals, and definitions of success, so you’ll tailor your approach to each.
You’ll also help us show up well publicly, running our social channels so the top of the funnel keeps filling.
This is a hands-on startup role. You’ll write the onboarding docs, book the meetings, and tell the founders what’s broken. If you like clearly defined lanes and a playbook handed to you, this isn’t the right fit. If you like building the playbook, it is.
What you’ll do
Onboard new clients on two fronts. Walk newsrooms and clinical research sites through setup, get them to their first real “this works” moment, and troubleshoot when it doesn’t.
Own the client relationship. Schedule and run recurring check-ins, keep notes, and follow up on what you promised.
Track and report on progress. Maintain a clear picture of account health, usage, and renewal and expansion risk across both segments, and flag issues before they become churn.
Run social media. Draft and schedule posts, engage with the community, and grow our presence on the channels that matter to our audience.
Close the loop with product. Collect customer feedback, spot patterns (including where newsroom and research site needs diverge), and bring them back to the team so we build the right things.
Build the systems. Create templates, onboarding checklists, help docs, and canned responses for each segment, so the next 50 customers are easier than the first 10.
What we’re looking for
Experience running social media for a brand, business, creator, or organization, not just personal accounts
Strong written and verbal communication; you can explain a technical product to a non-technical person without condescending
Comfortable on video calls with clients and confidence driving an agenda
The ability to switch contexts between different kinds of customers and adjust your approach to each
Organized and self-directed; you keep track of your own follow-ups without being chased
Real curiosity about the people you’re talking to, and a willingness to dig into why something isn’t landing for them
Nice to have
Experience at a startup or other small, fast-moving team
Some experience building apps or coding, especially with AI tools like Claude, Claude Code, or Cursor. You don’t need to be an engineer, but being able to build a small internal tool or automate part of your own workflow is a big plus.
Familiarity with CRM or customer success tooling (HubSpot, Notion, Airtable, Linear, etc.)
Interest or background in news, media, publishing, or clinical research
What success looks like in 90 days
New newsroom and clinical research site clients are consistently onboarded within 7 days of signup
Every active account has a clear owner, a next scheduled touchpoint, and a documented health status
Our social channels post on a consistent cadence, with content we provide to you
We have a written onboarding process for each side of the business that didn’t exist before you got here
Details
Compensation: $20/hour
Hours: ~10-20 hrs/week, flexible schedule with some overlap required for client calls
Location: Remote, must be able to work standard PST working hours.
Start date: ASAP
How to apply
Send a short note to david@editory.news introducing yourself and telling us any one of these:
A time you turned around an unhappy or confused customer, and what you actually did
A social account you’ve run, with a link
Anything you’ve built or automated yourself, if applicable (bonus points if AI was involved)
Or anything else you think might be interesting!
No cover letter template, please. A few honest paragraphs beat a polished form letter.
Editory is an equal opportunity employer. We welcome applicants from all backgrounds and are happy to make accommodations throughout the hiring process.