Customer Success & Product Associate

We are seeking a Customer Success and Product Associate to own two critical functions simultaneously: Software Quality Assurance (QA) and Customer Onboarding and Support.
This is a high-leverage role. By deeply testing new features before they hit production, you will become the ultimate internal authority on how VendorPlan works. You will turn that exact technical expertise outward to onboard new users, troubleshoot field questions, and ensure customer success.

Key Responsibilities
Product Quality Assurance (QA) and Testing
• Validate Releases: Execute structured and exploratory testing on new features, bug fixes, and core modules (Calendar, Vendors, Email Log, Inventory, Reports, Admin) prior to deployment.
• Own Bug Documentation: Reproduce and document issues with clear, precise, step-by-step detail so our engineering team can act immediately without back-and-forth clarification.
• Advocate for the User: Actively identify edge cases, usability friction, and workflow gaps from the perspective of a busy construction project manager.
Customer Success and Onboarding
• Drive Implementation: Lead new users through our structured onboarding process, ensuring rapid initial software adoption.
• Proactive Account Health: Conduct weekly check-ins with active accounts to monitor software utilization, answer field questions, and preemptively resolve friction.
• Manage Account Data: Keep complete and current account logs (contacts, communication history, open tasks) to track adoption metrics and proactively re-engage slower accounts.
• Feedback Loop: Translate raw customer feedback and feature requests into clear, contextual insights for the leadership and product team.

Required Qualifications (Unteachable Traits)
• Obsessive Attention to Detail: You naturally notice the things others miss, and you feel compelled to document them precisely.
• AI Literacy and Fluency: Demonstrated comfort working with AI tools in a professional or personal capacity. You actively use AI, understand how AI-powered software behaves, and can think critically about AI outputs to ramp faster in both QA and customer support.
• Exceptional Interpersonal Communication: Ability to build swift rapport, speak professionally, and earn the trust of field personnel (project managers and superintendents)
• Remote Discipline: Highly reliable and self-motivated, capable of managing a split queue of support tickets and test cycles without being micromanaged.
• Technical Aptitude: You learn software platforms effortlessly and can explain complex workflows in simple, plain English to non-technical users.
• Startup Grit: Genuine interest in early-stage startup work, including the pace, the ambiguity, and the direct accountability that comes with a small team.
• Remote Work Requirements: Must possess a reliable, high-speed home internet connection and a dedicated, quiet workspace suitable for handling customer success calls.
• U.S. Residency and Authorization: Must currently reside in the United States and possess unrestricted legal authorization to work in the U.S. We are unable to provide visa sponsorship or manage international employment compliance for this role.

Preferred Qualifications (Bonus Points)
• Exposure to commercial construction (field work, project coordination, estimating, or construction-adjacent roles). The ability to speak the language of a superintendent or PM is a major asset.
• Prior experience with structured software testing, QA tracking, or customer support ticket systems.
• Customer service, support, onboarding, or account management experience in any industry.
• A demonstrated track record of reliability and follow-through in professional settings, internships, or academic projects.

Compensation and Benefits
• Base Salary: $40,000 to $50,000 annually, commensurate with experience and qualifications.
• Equity: Equity participation is available for the right candidate, with terms discussed as part of the offer.
• Health Coverage: Health, dental, and vision coverage, eligible following a 90-day introductory period.
• Structure: Flexible full-time or contract-to-hire engagement depending on candidate preference and mutual fit.

Culture and Values at VendorPlan
If these values resonate with how you already operate, you will thrive here.
• Continuous Self-Improvement: We expect everyone on this team to actively get better at their craft, seek feedback, and hold a higher standard for themselves than anyone else would. Complacency is not compatible with what we are building.
• Radical Honesty: We practice transparent internal communication, set realistic expectations with customers, and say what is true even when it is uncomfortable. We do not oversell or hide problems.
• Lead by Serving: Leadership here means removing obstacles for the people around you, not creating them. Ego does not belong in our equation.
• Service as a Competitive Advantage: The construction industry is tired of tech vendors who sell promises and disappear. We intend to be the exception, treating every customer interaction as an opportunity to prove we are different.

How to Apply
Please submit your resume along with a brief cover note. If you choose to include a cover letter, let us know exactly why you would be a great fit for this unique dual-function opportunity.