Note: The job is a remote job and is open to candidates in USA. Edstruments provides financial software for K12 and nonprofit organizations across the Procure-to-Pay and Budget Planning & Management lifecycle. The Customer Success Associate will manage a portfolio of partners by leading onboarding, virtual check-ins and training, providing day-to-day support, identifying expansion opportunities, preparing renewals, and maintaining accurate partner records.
Responsibilities
- 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
- Independently lead virtual partner check-ins and training sessions over Zoom to maintain engagement and guide usage of the platform
- Respond to day-to-day questions across email, chat, and live meetings, resolving issues independently when possible and escalating when needed
- 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
- Identify and pursue at least 2 expansion opportunities with your assigned partners
- Draft renewal letters and pricing for assigned partners, route drafts through internal approval, and send approved renewals to your own partners by their deadlines
- 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
Skills
- 2+ years of experience in customer success, account coordination, onboarding, project support, or comparable customer-facing work, 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. You do not need to know every tool already, but you should be comfortable getting oriented quickly
- 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) is required
- 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
- Mission-Driven Work: Join passionate, like-minded individuals dedicated to improving financial processes for K12 and nonprofit organizations.
- Career Growth: Edstruments offers tremendous potential for career advancement as the company scales, with opportunities to contribute to shaping the future of the company.
- Remote Flexibility: Join a 100% remote team with a flexible start date.
Company Overview