Customer Success Manager

Cube is on a mission to help every company hit their numbers.

The world has evolved, but business planning has not. Most Finance teams still manage their planning and analysis in spreadsheets, yet the ones who replace them end up going back over 80% of the time. Cube is a cloud-based FP&A platform that helps companies hit their numbers without sacrificing their spreadsheets. 

Cube is backed by top-tier investors such as Battery Ventures and Mayfield. Together, we’re building a culture that challenges and celebrates everyone with a path to growth. That’s where you come in! As we enter our next phase of growth, we believe Cubers are the reason we win.

Note: This position requires working onsite at our New York office Tuesday through Thursday.

About the role:

As our next Customer Success Manager, you’ll play a key role in supporting and advising Cube’s customers. You’ll act as a trusted partner to the customer, supporting the successful adoption of Cube and working to ensure your customers realize their FP&A goals. This role would be part of our Customer Success team and would report to the Senior  Manager of Customer Success. 

We’re excited about this role because it uniquely combines expertise in FP&A while flexing those relationship-building and account management skills. You'd have a huge opportunity to help us impact amazing folks in Finance and have a direct hand in improving our product and services.

How you will ramp:

By Day 30:

• You will have a thorough understanding of Cube’s story, target audience, competitors, and overall business objectives.

• You will carefully study the company’s infrastructure and tools used to close business deals.

• You will have completed ‘Cube 100 & Cube 101’ gaining insights into why Cube exists and the problems we solve.

• You will have built rapport with our internal teams and begun transitioning into daily work.

By Day 60:

• You’ll partner with internal resources to drive additional value and expertise.

• You’ll take ownership of your book of business.

• You’ll use your consultative skills to educate customers on the value of Cube.

• You’re establishing strong relationships with the Professional Services team to ensure customer satisfaction

• You’re skilled at uncovering business initiatives and pain points and aligning them with our solutions across multiple lines of business.

By Day 90:

• You have customer engagement. You’re the go-to person for customer questions regarding strategy, product training, and non-technical support. Measure and support customer health and growth (renewal and expansion)

• You’ve taken responsibility for renewals for customers you’re partnered with

• You’ve proactively analyzed your customer product usage and given advice about how our customers can better engage with Cube 

• You are comfortable contributing to feature adoption through strategic ongoing training with our customers

• You have an understanding of our customers’ processes, goals, and strategies, and the business value that Cube creates by documenting their use cases and ROI

• You’re able to provide continuing education for customers to help them get the most out of Cube

• You’re able to solicit and synthesize customer feedback toward product development ideas

• You’re able to communicate the benefit of Cube's new product releases and add-ons to the customer. 

• You’ve established proficiency on the Cube platform and speak with customers about the most relevant features/functionality for their specific business needs

• You are passionate about helping your customers increase the benefits of Cube and understand the importance of success to the customer and the individual

What you've accomplished.. so far:

• You have a track record of consistently hitting or exceeding quota tied to various metrics such as churn, retention, MRR, ARPU (average revenue per user), and NPS. You can explain how your methodology has led you to success. 

• You've successfully identified a list of referenceable customers and proactively shared this information with marketing, presales, and account executive teams. This is a comfortable and normal part of your day-to-day.

• You have a history of quickly learning your customers’ management structure and procurement processes. You recognize and develop growth potential, and can position customers for expansion and service purchases.

• You’ve developed empathy for your customers and can speak the same language as them, you're often seen as a subject matter expert in the field as a consultative partner. 

• You are adept in ‘translating’ between technical and non-technical teams, and can effectively communicate a customer’s pain to internal Cube teams. 

• You have experience working in a digital-first or pooled/teamed Customer Success model

• You have learned to keep calm, withstand, and recover quickly from difficult situations or conversations. You can effectively keep track of multiple customers, projects, and requests. You can create and manage plans while keeping your leadership and the rest of your team informed and aligned.

• You have experience as a Customer Success Manager supporting an analytical solution (Business Intelligence, Data Analytics, FP&A), and/or you come from roles in Financial Planning and Analysis and may have experience creating advanced financial models, finance systems, finance transformation, or consulting team is a plus.

• You are confident using ERP systems (NetSuite, Quickbooks Online, Xero, Sage Intacct, or others)

• You can use common customer success tools with ease. Our tech stack includes Gainsight, Paperflight, Zendesk, Chorus, Confluence, Churnzero, and Salesforce.

• You have comfort navigating modern SaaS tools, especially product and project management systems like Jira. You’re an Excel pro with knowledge in modeling, reporting, and data analysis skills.

The expectations above are meant to represent the ideal candidate, but if you don’t meet all of them and think you’d be a great fit for this role, please apply.  This position is open to candidates who currently live in the United States.

Benefits

• We celebrate Flex Days! We have days built in throughout the year when everyone at Cube can use the day to catch up on a project, take a special customer call/demo, or recharge at home or in your community.

• Our flexible paid vacation and sick/mental health time guidelines help you get the time and space you need.

• We offer equity in the form of incentive stock options to all employees of Cube, as we want you to be connected to the success of the company. 

• We provide medical, vision, and dental insurance options with a nationally recognized provider, including FSA/HSA options + free memberships to OneMedical, Teledoc, and Talkspace

• Up to 12 weeks of paid parental leave

• $100 Cuber Learning budget (books, classes or courses, events that are role/industry-related to support the development of our team). 

• You’ll be joining an experienced team of tech startup leaders who are eager to work with you and provide support and mentorship!

• Work for a company that our customers are truly excited about!

Our Company Values:

• Nimble - Our flexibility is an asset. It means we’re always learning, staying receptive to feedback, and making changes quickly. We learn from our customers just like they learn from us.

• Simple - We’re thoughtful and make decisions that favor quality over quantity. Focus is our focus. To quote Einstein, “If you can't explain it simply you don't understand it well enough." Simplicity is also synonymous with clarity in our context—there are many things we could focus on, but prioritizing and communicating clearly will make a huge impact on us.

• Joyful - Our product elevates people in unsung roles--as a company, we want to create joyful experiences for our customers, teammates, candidates, and community, by creating connections and taking time to celebrate the impact we make.

• Human - We’re a group of humans building products for humans. The way we operate, communicate and collaborate is thoughtful and empathetic.

• Impactful- We're not satisfied with doing what's expected. We strive to go above and beyond, taking the lead to make a meaningful difference for our customers.

#LI-LC1