Customer Success Manager

1 month ago

New York, United States Cube Inc Full time
Role: Customer Success Manager (US).

Location: US (Ideally within 1-2 hours of New York).

Recently listed as a "RegTech Top Performer" in Market Fintech's RegTech Supplier Performance Report, CUBE is pioneering the development of machine automated compliance.

We are a global RegTech business defining and implementing the gold standard of regulatory intelligence and change for the financial services industry. We deliver our services through a SaaS platform, powered by an innovative combination of AI and proprietary data ontology, to simplify the complex and everchanging world of compliance for our clients.

At CUBE, we are creating the future and are a company rooted in strong values, team spirit and commitment to our customers and wider communities. We serve some of the largest financial institutions globally and are expanding our footprint very fast. As we do so, we are keen for new talent to join us and realize their full potential to grow into leadership positions within the business.

Our Products:

RegPlatform is a technology platform that streamlines regulatory change management. It provides firms with a one-stop, continuously maintained inventory of global regulations, with effortless horizon scanning, integration capabilities and workflow management. RegPlatform combines industry leading AI technology with expert validated insights to simplify the complexities of multi-jurisdictional regulatory content.

RegBrain allows customers to apply CUBE's AI models directly to their own content, enabling faster release and feedback cycles. Our flagship AI services will be included, spanning structural detection, classification, entity extraction, summarisation, and recommendations. Available to customers and partners as APIs and via a UI.

Role mission:

You will be responsible for building deep relationships with our customers by hand holding them through the user journey, understanding their needs, and making sure that they're getting the most out of CUBE's products.

Responsibilities:
  • Customer Advocacy: Act as the voice of the customer within CUBE, advocating for their needs and working closely with internal teams to ensure customer satisfaction.
  • Product Expertise: Develop a deep understanding of CUBE's products and services. Provide clients with expert guidance on best practices and how to leverage our solutions to meet their regulatory needs.
  • Value Realization: Work with clients to define success metrics and demonstrate the value of CUBE's solutions. Conduct regular check-ins and business reviews to ensure clients are achieving their goals.
  • Issue Resolution: Proactively identify and address any issues or challenges clients may face. Coordinate with technical support and other internal teams to resolve problems promptly and effectively.
  • Customer Retention: Develop and execute strategies to drive customer retention and reduce churn. Identify opportunities for upselling and cross-selling additional products and services.
  • Training and Education: Conduct training sessions and webinars to educate clients on new features, product updates, and best practices. Create and maintain educational resources and documentation.
  • Feedback Loop: Collect and analyze client feedback to inform product development and improve customer experience. Share insights and recommendations with product and development teams.
  • Performance Tracking: Monitor key performance indicators (KPIs) related to customer success and provide regular reports to management. Use data-driven insights to refine customer success strategies.
What we're looking for:
  • Minimum of 5 years experience in a Customer Success role (ideally within financial services or big 4 consultancies).
  • Experience with enterprise scale B2B products.
  • Risk and regulatory knowledge useful.
  • Comprehensive experience with data.
  • NPS experience.
  • Facilitation of workshops.
  • Complex stakeholder management and matrix experience.
  • Confident, problem solver, analytical, logical and naturally customer orientated.

Why Us?

Globally, we are one of a kind

CUBE are a well-established market leader within Regtech (we were around before Regtech was even a thing), and ourcategory-defining productis used by leading financial institutions around the world (including Revolut, Citi, and HSBC).

Growth & progression

Last year we grew by more than 50% and our growth journey is just getting started We are a dynamic, fast-pace workforce that is always seeking ways to accelerate our people, processes, services and products. We hire ambitious people that want to make a difference, share their ideas, "make it happen" and find better, smarter ways of working. Our future is shaped by our employees, so if you're someone looking for an opportunity to make a real impact, and progress your career alongside the business, it couldn't be a better time to join us

Internationally collaborative culture

With more than 400 CUBERs across 11 locations in Europe, the Americas and APAC, collaboration is key to our success. We are a diverse workforce united by a shared desire to reshape the world of regulatory compliance and make an impact. We champion sharing knowledge with colleagues from all over the world, in order to deliver the best results.

Innovative breakthrough technology

CUBE is an innovator. We pioneered the use of AI in the field of regulatory change and our state-of-the-art, cutting edge technology is helping financial services firms from all over the world, solve complex compliance challenges. You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that will reshape the world of regulatory compliance.

Work life balance

CUBE is a remote-first business so you will be able to design your home office and choose your own work equipment. We host monthly in-person meet-ups as a chance to get-together, share ideas and collaborate with other teams but we are advocates for remote working and we believe working remotely provides freedom to innovate, create and unlock global talent. Whilst our teams operate on a remote-first basis, we do appreciate that everybody is different, so we offer a number of credits per month for those that prefer to work within a shared office space occasionally.

Team Customer Success Locations New York Remote status Hybrid Remote

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