Customer Success Associate

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.
  

• SLA Monitoring Legal Adherence & Compliance
  

• 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.