| Customer Support Associate
About the Role We’re looking for a Customer Support Associate to join our team and build strong, lasting relationships with our customers.
As a Customer Support Associate, you’ll partner with higher education institutions to ensure they achieve meaningful results with Kuali’s products. You’ll be the primary point of contact throughout and after implementation, guiding customers through their journey—from onboarding to adoption to ongoing success—while serving as their trusted advisor and advocate inside Kuali. Who are we? Kuali builds software solutions for higher education. We help our customers — colleges & universities — focus on providing a fantastic education to students by decreasing their administrative costs. We work in a competitive space, ripe for innovation, with users ready to be delighted. We are poised for high growth. Our Culture As a company, we are guided by our cultural values: - Iterate to evolve
- Cultivate openness
- Act with accountability
- Assume the best
- Practice humility
- Deliver amazing experiences
- Drive outcomes
At Kuali, we learn from and teach each other, we practice transparency and empathy, we delight in delivering value to our customers, and we WIN!
We’ve embraced distributed work for years—it’s part of who we are. Many of our employees work remotely across the U.S., from Massachusetts to Seattle, while others collaborate in person at our office locations. We’re intentional about creating a healthy, connected culture no matter where you work. What you’ll be responsible for - Overseeing customer onboarding and implementation activities in partnership with internal teams.
- Building and maintaining strong, long-term relationships with key people across customer institutions.
- Acting as the customer’s trusted advisor and primary point of contact throughout their relationship with Kuali.
- Monitoring customer satisfaction and proactively addressing risks or opportunities.
- Leading regular check-ins and strategic discussions with customers to share best practices and ensure that customers are getting maximum benefit from their relationship with Kuali.
- Collaborating cross-functionally with Product, Marketing, and Sales to share feedback, success stories, and customer insights.
- Partnering with Product teams to influence roadmap priorities based on customer feedback.
About you - You align with Kuali’s values: You model curiosity, openness, accountability, and a commitment to delivering amazing experiences.
- You’re a resourceful executor: You take broad vision, collaborate on strategic priorities, and own the steps required to make it real, from planning to hands-on implementation.
- You’re calm under pressure: You can handle shifting priorities, ambiguity, and fast-changing situations with resilience.
- You’re collaborative and influential: You build trust quickly and communicate clearly across all levels of the organization.
- You’re organized and detail-oriented: You can manage multiple projects at once without losing sight of the big picture.
- You thrive in remote environments: You know how to create alignment and connection across distributed teams.
- You roll up your sleeves: You’re comfortable being the ‘doer of last resort’ in a resource-constrained environment.
- You have a broad experience: You’ve independently led multi-disciplinary projects in resource-constrained environments where the buck stopped with you.
Ideal candidates have experience with: - Delivering Software as a Service (SaaS) solutions
- 1–3 years of experience implementing or supporting enterprise-class systems, ideally at higher education institutions.
- Experience in Student systems, such as Student Information Systems, Degree Audit, or Transfer Articulation.
- A deep understanding of customer success principles and technical consulting.
- A knowledge of SQL and, ideally, minimal understanding of programming languages, such as PHP.
- Superior communications with education professionals, both verbally and in writing.
Perks - The opportunity to work to together with smart, passionate people to build a high growth, highly profitable SaaS company
- A truly exceptional benefits package, including 100% company-paid medical and dental insurance
- 100% 401(k) matching up to 4%
- Paid Maternity/Parental leave
- Flexible PTO — no accrual limits, no ‘use it or lose it.’ Just work with your manager to make sure the team’s covered, and take the time you need to recharge.
- Encouragement and support for ongoing learning and skill development
- Recognition platform to celebrate contributions with meaningful incentives
- Company retreats to connect, recharge, and collaborate
At Kuali, we value and respect individuals from all backgrounds, recognizing that a rich tapestry of experiences and perspectives fuels our success as a company and enriches our collective human experience.
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