Job Description

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