Customer Success Associate

About Edstruments

Edstruments empowers K12 and nonprofit leaders with modern financial software spanning the Procure-to-Pay lifecycle and Budget Planning & Management. Our platform helps our partners align their spending and budgets to strategic objectives so that they can best achieve their mission. As a fast-growing startup, we add several new partners each month, and our platform is currently in use by organizations across multiple states in the US. We are seeking individuals who are excited to play a critical role in helping our partners achieve their missions.

A Note on the Role Title

We are posting this role as Customer Success Associate, which is the more standard market title. At Edstruments, our customers are called partners, so internally you will hear this role referred to as Partner Success Associate (or PSA). Same role, different vocabulary. We default to “partner” language throughout our team, our tools, and our documentation, and your day-to-day will use that language too.

Role Overview

The Customer Success Associate will support a portfolio of partners by leading onboarding, check-ins, and virtual training sessions, and by providing responsive, day-to-day support. You will be the primary contact for a group of partners, and you are expected to complete assigned partner-facing and partner-record tasks on time and accurately within established workflows. This is a great opportunity for someone who wants to grow toward a senior partner-facing role, taking on a larger portfolio and more complex partners over time.

This Is Not a New-Business Sales Role

This is not a new-business sales role. You will not be prospecting cold customers or carrying a new-logo quota. Expansion opportunities surface inside existing partner relationships through real conversations about partner needs, not through sales motions, and you will work them as part of your check-in and renewal work. If an expansion idea stalls with a partner, you can pull in a Customer Success Manager for support, but the partner relationship stays with you.

Key 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]

Key Outcomes

• Successfully onboard assigned partners [within 60 days] of handoff
• Able to lead a check-in within 30 days of starting and a training session within 60 days
• Respond to and resolve at least 80% of success-related inquiries for assigned partners
• Complete documentation or training video tasks [within 5 business days]
• Deliver pricing updates and draft invoice templates [on time for 100% of renewal cycles]
• Accurately perform partner data uploads as part of onboarding and support

Must-Have Qualifications

• 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

Preferred Qualifications

• 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

At Edstruments, we’re committed to building a diverse and inclusive team. If you’re excited about this role but don’t meet all the qualifications, we still encourage you to apply. Your experience may not perfectly align with every requirement, but your skills and passion could make you an excellent fit.

Compensation

Starting base salary range of $40,000 - $62,000, with potential for performance-based bonuses. Includes a 3% 401(k) match and 4 weeks of PTO, including paid federal holidays.

Logistical Notes

This is a 100% remote role with a flexible start date, but availability during Mountain 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.

Edstruments does not and will not discriminate on the basis of race, color, religion, gender, gender orientation, gender expression, age, national origin, disability, marital status, sexual orientation, or military status in any of its hiring decisions or other activities.

Why Edstruments?

• 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.
• Fast-Paced Environment: Be part of a dynamic and evolving company, where new opportunities and challenges arise regularly.
• Remote Flexibility: Join a 100% remote team with a flexible start date.

Our Values

Edstruments is a mission driven company that is centered on a set of core values that we expect all team members to exemplify.

• Integrity: Do the right thing, every time
• Impact: Keep mission front and center, strive for something great
• Diversity: Leverage different backgrounds, perspectives, and styles
• Ownership: Act with initiative and responsibility
• Growth: Pursue development of self and others
• Communication: Speak up, boldly and with empathy
• Humility: Demonstrate gratitude and celebrate others