Customer Success Associate

17 hours ago

Coimbatore, Tamil Nadu, India Gyanmatrix Technologies Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Customer Success Associate Location: Coimbatore (On-site with travel to partner colleges as needed)

About is an AI-first EdTech startup connecting colleges, corporates, and young talents. We enable employability and skill visibility through real-time digital portfolios and smart assessments.

Role Overview: We are looking for a Customer Support & Implementation Associate who will drive smooth onboarding and usage of the platform across colleges. This person will directly support students, advisors, tutors, HODs, and other stakeholders in using the platform effectively. You will be the first point of contact post-sales and play a critical role in ensuring high user satisfaction and long-term adoption. As the organization grows, this role will evolve into leading the Customer Support & Success vertical.

Key Responsibilities: Stakeholder Engagement
• Interact with college students, class tutors, student advisors, HODs, and placement officers to support platform adoption
• Conduct onboarding sessions and hands-on training at colleges

Role & responsibilities

Preferred candidate profile

Implementation & Support

  • Ensure collection of key student and academic data
    • Guide users through platform setup and ongoing usage


• Provide technical assistance (login issues, profile setup, assessments, etc.)


• Resolve queries promptly and on time via WhatsApp, email, or in person


• Maintain a log of issues and resolutions, escalating to product/tech team when needed Process & Feedback Loop


• Track usage metrics and identify adoption blockers

  • Capture and relay user feedback to product and customer success teams
  • Help standardize SOPs, FAQs, and training materials Growth Path


• Build and mentor a growing support team as expands

  • Design support systems, SLAs, and escalation protocols


• Define and own customer success

KPIs Who You Are:
• Energetic, empathetic communicator who enjoys working with students and educators

  • Comfortable presenting and explaining tools to both tech-savvy and non-tech users


• Hands-on, proactive, and not afraid to travel to campus locations


• Fluent in English and Tamil (spoken & written)


• (Preferred) Basic understanding of coding/tech platforms is a plus Qualifications:


• 23 year experience (experience in support/education/tech is a plus)


• Graduate in any discipline (Engineering/IT/Management preferred)


• Strong interpersonal and communication skills

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