Customer Success Associate

The Customer Success Associate plays a crucial role in ybes’ fulfillment team, serving as the primary interface between our customers, product teams, and integration partners. This role demands a detail-oriented, communicative, and empathetic individual who ensures seamless onboarding, effective system configuration, and proactive customer support.

Key Responsibilities

• End-to-end management of new customer onboarding: collecting and validating all customer business data, including business and branch names, contact info, POS system configuration, importing legacy customer data, and setting monthly subscription packages.
• Deep understanding of the ybes platform’s features and use cases to align configurations with customer requirements.
• Serve as the customer advocate within the product team; gather, document, and prioritize feature requests and feedback for ongoing product improvements and roadmap planning.
• Coordinate extensively with integration partners to ensure technical compatibility and smooth launch of integrated systems.
• Collaborate with the software development team by communicating new feature requests, clarifications, and bug reports clearly and timely.
• Monitor active customer setups daily to ensure accuracy and optimal system usage, preemptively identifying and resolving configuration issues.
• Provide first- and second-level support to customers, addressing queries through phone, email, or chat; efficiently logging support tickets for unresolved issues and following through to resolution.
• Train customers on ybes system functionalities and best practices during and post onboarding phases, including documentation of how-to guides and FAQs for user empowerment.
• Manage and maintain detailed documentation regarding onboarding processes, customer configurations, and support interactions.
• Proactively ensure customer satisfaction by conducting periodic check-ins, collecting feedback, and identifying upsell or renewal opportunities.
• Maintain clear communication with internal teams (sales, marketing, and operations) to align customer experience efforts and promote cross-functional success.
• Assist in preparing reports and dashboards for customer onboarding metrics, system usage trends, and support response times for management review.

Required Skills & Qualifications

• 2–3 years of experience in customer success, SaaS onboarding, or technical support roles within software companies.
• Strong knowledge of software application lifecycle and experience with SaaS platforms.
• Excellent written and verbal communication skills, capable of handling diverse customer backgrounds.
• Proven ability to collect, accurately enter, and configure complex business data in software systems.
• Skilled in coordinating across multiple teams (development, product management, integration partners) with clear and effective communication.
• Comfortable handling customer support interaction and resolving technical queries with a customer-first mindset.
• Detail-oriented with strong documentation and organizational skills.
• Ability to multitask, manage time effectively, and work independently in a dynamic startup environment.

Why ybes?

• Join a forward-thinking startup with a dynamic, agile work culture and flat hierarchy.
• Opportunity to play a key role in shaping customer success and product evolution.
• Work closely with cross-functional teams on cutting-edge retail SaaS solutions.
• Career growth potential in a rapidly scaling B2B SaaS company

Location: Kozhikode

Experience: 2–3 years

Company: Ruminiz Digital pvt.ltd

Job Type: Full-time

Pay: ₹10,000.00 - ₹31,000.00 per month

Work Location: In person