Customer Success Associate

About Edstruments

Edstruments is a company focused on empowering K-12 schools and nonprofit leaders with advanced financial software covering procure-to-pay processes and budget planning and management. Our platform assists organizations across multiple US states in aligning their expenditures and budgets with strategic priorities to maximize mission fulfillment. As a growing startup, we welcome new partners every month and seek passionate individuals to help partners succeed.

Role Summary

The Customer Success Associate role - internally referred to as Partner Success Associate - entails managing an assigned group of partners by facilitating onboarding, conducting virtual check-ins and trainings, and providing day-to-day assistance. This position serves as the main contact for partners and involves completing partner-related tasks efficiently within established guidelines. This is an excellent opportunity for someone aiming to advance into a senior partner engagement role with broader responsibilities over time.

This is not a new business sales role; there is no cold prospecting or new-logo quota. Opportunities for expansion arise naturally through partner conversations and relationship building, sometimes with support from Customer Success Managers.

Primary Responsibilities

• Lead partner onboarding and ensure effective adoption of platform features relevant to their objectives within the first 60 days.
• Conduct regular virtual partner check-ins and trainings via Zoom, being capable of leading check-ins by 30 days and trainings by 60 days after starting.
• Provide timely responses to partner questions through email, chat, and meetings; resolve issues independently or escalate as needed.
• Edit partner- and internal-facing documentation and create basic training videos, completing such tasks within five business days.
• Identify and pursue at least two expansion opportunities within assigned partners during the first six months, coordinating with Customer Success Managers if necessary.
• Draft and send partner renewal letters and pricing in a timely manner, routing approvals internally and maintaining 100% on-time renewal support.
• Maintain accurate and up-to-date partner records and communications across tools like Trello, Coda, HubSpot, Intercom, and Slack to facilitate smooth handoffs and follow-ups.

Expected Outcomes

• Complete onboarding of partners within 60 days of handoff.
• Lead check-in sessions within 30 days and training sessions within 60 days of starting.
• Resolve at least 80% of partner success inquiries independently.
• Finish documentation and training video assignments within five business days.
• Support 100% of partner renewal cycles punctually with pricing and draft invoices.
• Accurately perform data uploads during onboarding and ongoing support.

Mandatory Qualifications

• Minimum two years of experience in customer success, account coordination, onboarding, or project support, ideally in technology, education, or nonprofit sectors.
• Excellent written and verbal communication skills with the ability to clearly explain technical tools to partners.
• Strong attention to detail related to tasks such as training follow-ups, pricing updates, and data uploads.
• Proven independent work ethic managing multiple accounts or projects simultaneously.
• Eagerness to learn and master software tools.
• Comfort with AI technologies like ChatGPT or Claude for drafting communications and summarizing notes, with curiosity about AI’s productivity enhancements.
• Familiarity or willingness to learn productivity and communication platforms including Trello, Coda, Loom, HubSpot, and Intercom.

Preferred Qualifications

• Experience supporting customers or partners in SaaS, EdTech, or nonprofit contexts.
• Comfort working with data-centric workflows such as spreadsheets and CSV uploads, with some troubleshooting skills.
• Background in creating or editing training content including help articles and videos.
• Interest or experience in financial or budgeting tools related to education finance.

Compensation & Benefits

The role offers a starting salary range from $40,000 to $62,000 annually, plus eligibility for performance-based bonuses. Benefits include a 3% 401(k) matching contribution and four weeks of paid time off, inclusive of federal holidays.

Work Conditions & Logistics

This is a fully remote position requiring availability during Mountain Time business hours (8 AM to 5 PM). Applicants must be legally authorized to work in the United States; visa sponsorship is not available. The position is intended for full-time employment based in the US, with rare exceptions reviewed individually.

Company Culture & Values

Edstruments values a diverse and inclusive workforce and welcomes applicants with varied backgrounds and experiences. Core company principles include integrity, impact, diversity, ownership, growth, communication, and humility, all guiding our team members' conduct and collaboration.

Why Join Edstruments?

• Engage in mission-focused work improving financial operations for K-12 and nonprofit organizations.
• Benefit from strong opportunities for professional growth as the company expands.
• Work in a dynamic, fast-evolving environment with new challenges and initiatives regularly emerging.
• Enjoy the flexibility of a fully remote role with a start date that suits your availability.