Customer Success Team Manager, Cube
EMEA
AI-driven regulatory intelligence platform
Job no longer available
AI-driven regulatory intelligence platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower businesses with groundbreaking compliance technology.
Role
Who you are
- The ideal candidate will have strong leadership skills, a customer-first mindset, and a proven track record in customer success
- Experience: 5+ years of experience in customer success or a related field, with at least 2 years in a leadership role
- Industry Knowledge: Experience in a B2B SaaS, with strong experience managing customers within Financial Services
- Leadership Skills: Proven ability to lead, coach, and develop high-performing teams
- Customer-Centric Mindset: Deep understanding of customer needs and a commitment to delivering an exceptional customer experience
- Communication: Excellent verbal and written communication skills, with the ability to present to executives and stakeholders
- Problem-Solving: Strong analytical and problem-solving skills with a data-driven approach to decision-making
- Technology Proficiency: Familiarity with CRM tools (e.g., Salesforce, HubSpot), customer success platforms (e.g., Gainsight, ChurnZero), and other relevant software
What the job involves
- We are looking for a results-driven Customer Success Team Manager to lead and scale our customer success team. This role is responsible for ensuring that our customers achieve their desired outcomes through our products and services, ultimately driving retention, satisfaction, and growth
- Leadership & Strategy: Lead, mentor, and develop a team of Customer Success Managers (CSMs) to drive customer satisfaction, retention, and expansion
- Customer Retention & Growth: Develop and execute strategies to improve customer retention and increase upsell and cross-sell opportunities
- Onboarding & Engagement: Ensure that customers have a seamless onboarding experience and proactively drive adoption of products and services
- Customer Advocacy: Build strong relationships with customers, act as a trusted advisor, and advocate for their needs within the company
- Metrics & Performance Tracking: Track and analyze key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), churn rate, and customer lifetime value (CLV)
- Process Optimization: Continuously refine customer success processes, workflows, and playbooks to improve efficiency and scalability
- Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to ensure a seamless customer experience and provide feedback for product improvements
- Customer Escalations: Manage escalated customer issues, ensuring timely and effective resolution
Salary benchmarks
Our take
After the 2008 financial crash, new compliance rules and regulations swept the financial industry. Now, with the emergence of crypto technology and blockchain, regulations are evolving once again. CUBE was founded in 2011 as a RegTech company powered by AI, that delivers regulatory monitoring, reporting, and compliance within the financial industry.
CUBE’s intelligence solution helps enterprises solve complex compliance problems for both multijurisdictional needs and more specific single lines of business. Its platform tracks, analyses and monitors laws, rules and regulations in every country and language, enabling it to serve clients across the globe.
Winner of multiple awards, CUBE has a proven track record of navigating the increasingly complex compliance issues of international financial markets. In 2024 it acquired competitor Reg Room, exemplifying its strong hold on the market. It also has solid funding behind it and a growing global presence - which certainly bodes well for its future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Mar 2024
$12.9m
GROWTH EQUITY VC
Total funding: $12.9m
Company benefits
- 🌍 Globally, we are one of a kind! - CUBE is a well-established player in Regtech (we were around before Regtech was even a thing!), and our category-defining product is used by leading financial institutions around the world
- 🗽 Freedom, flexibility & progression - We will help you realise your full potential and grow into leadership positions across CUBE
- 🗣️Internationally collaborative culture - You will have the opportunity to work with likeminded colleagues from all over the world, gaining exposure to different cultures and business practices
- 🌱 Innovative & meaningful work - If you’re someone seeking the opportunity to work with cutting edge technology and work on challenging projects that have a real impact then we want to hear from you!
- 💻 Work life balance - CUBE is a remote first business, you'll be able to design your home office and choose your own work equipment. Or, book a room in a coworking space or join one of our department monthly team meets
- 🤝 Diversity, Equity and Inclusion - We are committed to providing a working environment where everyone is supported to be their authentic best selves
Company HQ
City of London, London, UK
Leadership
Ben Richmond
(CEO)Also Chief Executive of IRTA (International RegTech Association), and Founder and Chairman of The Content Group.
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