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Customer Success Manager

2 months ago

New York, New York, United States Cube Inc Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Cube Inc. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success with our products and services.

Key Responsibilities
  • Customer Advocacy: Act as the voice of the customer within Cube Inc., 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, providing 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, conducting 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, coordinating 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, identifying 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, creating and maintaining educational resources and documentation.
  • Feedback Loop: Collect and analyze client feedback to inform product development and improve customer experience, sharing 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, using data-driven insights to refine customer success strategies.
Requirements
  • 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.
About Us

Cube Inc. is a globally recognized leader in the Regtech industry, providing innovative solutions to financial services firms worldwide. We are a dynamic and fast-paced workforce that is always seeking ways to accelerate our people, processes, services, and products. We hire ambitious individuals who want to make a difference, share their ideas, and find better, smarter ways of working.

We are a remote-first business, offering a flexible and collaborative work environment that allows our employees to design their home office and choose their own work equipment. We host monthly in-person meet-ups as a chance to get-together, share ideas, and collaborate with other teams.