Customer Success Intern

As part of the Customer Success team, you'll be at the frontline of impact helping our customers unlock value from Eywa's platform, drive adoption across their teams, and build long-term relationships that translate to measurable success.

You'll collaborate directly with fleet owners, project managers, and ground operators - understanding their challenges, setting them up for success, and ensuring that every customer sees tangible outcomes in the form of fuel savings, uptime improvements, and productivity gains.

If you enjoy solving real-world problems, working with customers, and building scalable processes, this is your chance to grow in a fast-moving tech startup shaping the future of connected operations.

Role Summary

You will act as the bridge between customers and our product - ensuring smooth onboarding, strong engagement, and ongoing satisfaction.

You'll own the post-sale journey: training users, resolving issues, analyzing usage, and turning feedback into actionable insights that improve both our product and customer experience.

Operations support (like coordinating with technicians or handling installations) will form part of your responsibility - but always in service of customer success.

Key Responsibilities

1. Customer Onboarding & Training

- Lead onboarding sessions for new customers - helping them understand and set up the Eywa platform.

- Create training materials (videos, walkthroughs, checklists) to help users adopt the system easily.

- Conduct live demos and refresher sessions for different stakeholder groups (drivers, managers, admins).

- Set up success metrics for every customer - e.g., % of fleet connected, active users, uptime, or mileage improvement.

1. Relationship Management & Support
2. Be the primary point of contact for customers post-deployment.
3. Build deep relationships with clients - understand their business structure, pain points, and priorities.
4. Handle incoming support tickets or queries with empathy and urgency.
5. Ensure customers feel heard and supported at every stage - from installation to renewal.
6. Track customer health metrics and proactively intervene before problems escalate.

7. Represent the voice of the customer in internal discussions with product, operations, and tech teams.

8. Product Adoption & Retention

9. Drive adoption of new features and ensure customers are using the platform to its fullest potential.
10. Collect feedback and identify friction points in product usability.
11. Convert insights into feature suggestions, documentation updates, or UX improvements.
12. Identify opportunities for upselling or cross-selling (e.g., additional sensors, modules, or analytics dashboards).

13. Create success stories and data-backed ROI summaries for renewal discussions.

14. Operational Coordination

15. Coordinate with field technicians for device installations, replacements, or servicing ensuring minimal downtime.
16. Track installation status, ticket resolution timelines, and client satisfaction.
17. Maintain accurate documentation of operational activities linked to each customer account.

18. Work closely with the logistics team to ensure timely hardware dispatch and reporting.

19. Analytics & Continuous Improvement

20. Monitor customer usage, support tickets, and feature adoption using internal dashboards.
21. Use Excel, Sheets, or Power BI to generate reports on key metrics (usage %, downtime trends, uptime improvement).
22. Identify patterns in customer issues to recommend process or product improvements.
23. Assist in creating customer feedback surveys and monthly performance scorecards.

Ideal Candidate Profile

We are looking for candidates who:

- Are Freshers / Graduates / Undergraduates passionate about customer experience and technology adoption.

- Are empathetic communicators - comfortable talking to clients, technicians, and leadership alike.

- Think analytically and act proactively to solve customer problems.

- Thrive in fast-paced, unstructured environments where ownership matters more than titles.

- Possess excellent organisational and people skills.

- (Bonus) Have working knowledge of Excel, Power BI, CRM tools, or analytics dashboards.

Potential Challenges

- Balancing multiple clients and operational workflows simultaneously.

- Managing on-ground issues while keeping customers informed and confident.

- Adapting quickly to new product features and updates.

- Occasional travel to client sites for onboarding, audits, or relationship reviews (expenses reimbursed).

Compensation

- Internship: 10,000/month for 6 months.

- Full-Time Conversion: 4 LPA CTC upon successful completion.