Customer Success Associate
About Us:
Yubi Group is a leading player in the fintech space revolutionising data-driven solutions. As part of one of India s fastest-growing fintech unicorns we empower businesses with data insights that drive informed decision-making. We are expanding our presence in the UAE and are looking for a highly motivated Customer Success Associate to join our team.
Role Overview:
The Customer Success Associate you will be the primary point of contact for our clients ensuring smooth adoption satisfaction and expansion of Yubi s fintech products. You will be responsible for managing client relationships post-implementation ensuring timely issue logging and resolution driving cross-functional collaboration and maintaining client satisfaction through continuous engagement.
Key Responsibilities:
Client Retention & Growth
Monitor client health scores usage patterns and adoption trends to identify risks and opportunities.
Proactively engage clients to prevent churn and ensure high retention.
Identify upsell and cross-sell opportunities collaborating with sales teams for expansion.
Issue Management (Logging & Resolution)
Establish a structured process for issue logging tracking and resolution through CRM/ticketing tools.
Coordinate with product operations and tech teams to resolve client issues promptly.
Provide proactive communication and updates to clients during issue resolution.
Maintain detailed records of incidents root-causes and solutions for continuous improvement.
Sales Strategy & Execution:
Develop comprehensive business development plans and sales strategies to meet or exceed new sales targets.
Collaborate with the marketing team to align business development efforts with go-to-market strategies.
Continuously track market trends and competitor activities to position the company s offerings effectively.
Assist in identifying new markets and customer segments for business expansion.
Sales Reporting & Forecasting:
Track and manage all sales activities and opportunities in CRM software to ensure an accurate sales pipeline.
Provide regular updates to the leadership team on sales performance opportunities and forecasts.
Meet or exceed established sales quotas and contribute to overall company revenue goals.
Cross-Functional Collaboration:
Collaborate closely with internal teams such as marketing product and customer success to ensure smooth execution of sales strategies.
Work with the product team to understand the latest product offerings and updates ensuring that the sales pitch reflects the most current solutions.
Participate in the preparation of proposals contracts and other client-facing documents.
Invoicing Payments & Revenue Assurance:
Oversee the invoicing process for assigned clients ensuring timely and accurate billing.
Monitor payment status and follow up with clients on overdue invoices.
Coordinate with finance and accounts teams to resolve invoicing/payment discrepancies.
Maintain transparency with clients on payment schedules and contractual commercial terms.
Reconcile commercial agreements vs. actual usage or live products.
Monitor SLA adherence across all active clients and ensure contractual commitments are being met.
Maintain alignment with legal and InfoSec teams on data protection privacy and regulatory obligations.
Document and manage any contractual deviations or amendments.
Vendor Onboarding & Management
Drive onboarding of third-party vendors or partners as per client requirements (e.g. data providers integration vendors etc.).
Coordinate with procurement/legal for vendor due diligence NDA MSA and onboarding paperwork.
Track vendor SLAs delivery timelines and compliance.
Act as the liaison between client vendor and internal teams to ensure smooth collaboration.
Change Request Management
Handle client-initiated Change Requests (CRs) including scoping impact analysis approval and implementation.
Track all change requests through structured logs ensuring accountability and transparency.
Collaborate with product tech and operations teams to prioritise and implement changes without disrupting SLAs.
Communicate CR status and timelines proactively to clients.
Qualifications:
Bachelors degree in Business Marketing Data Science or a related field (MBA preferred).
At least 3 years of experience in technical customer success with a focus on business development and data-driven solutions.
Strong knowledge of data analytics SaaS and data products or services.
Strong technical & product knowledge on software databases platforms services
Proven track record of successfully generating leads engaging prospects and closing new business in a B2B environment.
Exceptional communication presentation and negotiation skills.
Ability to understand complex client needs and translate them into tailored solutions.
Proficient in using CRM systems (Salesforce HubSpot etc.) sales tools and collaboration platforms like Jira Asana and Slack to manage projects streamline communication and enhance team coordination.
Highly motivated with a results-driven mindset and the ability to work independently.
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