Note: The job is a remote job and is open to candidates in USA. Edstruments empowers K12 and nonprofit leaders with modern financial software spanning the Procure-to-Pay lifecycle and Budget Planning & Management. The Customer Success Associate will manage a portfolio of partners through onboarding, check-ins, virtual training, day-to-day support, renewals, expansion opportunities, and accurate partner record keeping.
Responsibilities
- Onboarding & Adoption: Successfully onboard assigned partners, ensuring they are set up to use the platform effectively and are familiar with features relevant to their goals, including uploads to our app as part of onboarding and ongoing support. [Within the first 60 days of partner handoff]
- Lead Virtual Check-ins & Trainings: Independently lead virtual partner check-ins and training sessions over Zoom to maintain engagement and guide usage of the platform. [Able to lead a check-in within 30 days of starting; able to lead a training within 60 days]
- Partner Communication: Respond to day-to-day questions across email, chat, and live meetings, resolving issues independently when possible and escalating when needed
- Documentation & Enablement Support: Make small/light edits to internal or partner-facing documentation as assigned, and create basic training videos (with light video editing) to support consistent, scalable partner experience. [Assigned tasks completed within 5 business days]
- Expansion Opportunities: Identify and pursue at least 2 expansion opportunities with your assigned partners. The emphasis is leveraging positive relationships, known partner needs, and ongoing outreach to drive successful outcomes for partners. If an idea stalls with a partner, you can pull in a Customer Success Manager for support. [Within the first 6 months of joining]
- Renewal Prep: Draft renewal letters and pricing for assigned partners, route drafts through internal approval, and send approved renewals to your own partners by their deadlines. [100% of renewals supported on time]
- Partner Record Keeping: Keep partner details, tasks, notes, and tracking up to date across systems like Trello, Coda, HubSpot, Intercom, and Slack so that handoffs are clean and follow-up is timely. [Ongoing]
Skills
- 2+ years of experience in customer success, account coordination, onboarding, or project support, preferably in tech, education, or nonprofit environments
- Strong written and verbal communication skills, including the ability to guide partners through new tools and explain technical concepts clearly
- High attention to detail, especially in executing partner-facing tasks like training follow-ups, pricing updates, and uploads
- Proven ability to work independently while managing multiple accounts or projects
- Demonstrated interest in learning and mastering software tools
- Comfortable using AI tools (ChatGPT, Claude, or similar) to draft communications, summarize partner notes, and accelerate documentation work; curious about how AI can speed up your own day-to-day
- Familiarity with or willingness to learn tools like Trello, Coda, Loom, HubSpot, and Intercom
- Availability during Central Time business hours (8 am - 5 pm)
- Applicants must be legally able to work for an American company, we are unable to sponsor visas at this time
- This is intended to be a full-time, US-based role, with limited exceptions to these two conditions considered for exceptional candidates on a case-by-case basis
- Experience supporting partners or customers in a SaaS, EdTech, or nonprofit context
- Exposure to data-heavy workflows (e.g., spreadsheets, CSV uploads) and a comfort level with light troubleshooting
- Experience creating or editing training content (e.g., help center articles, Loom videos)
- Familiarity with budgeting/financial tools or interest in the education finance space
Benefits
- Potential for performance-based bonuses
- 3% 401(k) match
- 4 weeks of PTO, including paid federal holidays
- 100% remote role with a flexible start date
- Career advancement as the company scales, with opportunities to contribute to shaping the future of the company
Company Overview