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Director of Customer Success

Director of Customer Success

Location

New York, New York

Type

Full time

Department

Customer Experience

OverviewApplication

We’re 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 the first spreadsheet-native FP&A platform to deliver faster planning and performance without changing how teams work. Cube’s powerful engine connects into existing spreadsheets and source systems, delivering all of the benefits of enterprise-level FP&A with none of the headaches.

To date, Cube has raised over $45M of venture capital from top tier investors such as Battery Ventures and Mayfield. Together, we’re building a culture that challenges and celebrates everyone with a path to grow. That’s where you come in! We’re happily headquartered in New York City, but are foremost a remote-first company. This means we communicate, collaborate, and connect virtually across different time zones. As we enter our next phase of growth, we believe Cubers are the reason we win.

NURTURE STRONG RELATIONSHIPS WITH OUR VALUED TEAMMATES & CUSTOMERS

We’re 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 the first spreadsheet-native FP&A platform to deliver faster planning and performance without changing how teams work. Cube’s powerful engine connects into existing spreadsheets and source systems, delivering all of the benefits of enterprise-level FP&A with none of the headaches.

To date, Cube has raised over $45M of venture capital from top-tier investors such as Battery Ventures and Mayfield. Together, we’re building a culture that challenges and celebrates everyone with a path to grow. That’s where you come in! We’re happily headquartered in New York City. This means we communicate, collaborate, and connect virtually across different time zones. As we enter our next phase of growth, we believe Cubers are the reason we win.

ABOUT THE ROLE:

As the Director of Customer Success, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will lead the CSM team, establish and execute customer success strategies, and collaborate with various departments to drive customer adoption, retention, and growth. This role requires a strong focus on building long-term relationships and delivering exceptional value to our customers.

HOW YOU’LL RAMP:

By Day 30:

  • Gain a deep understanding of Cube Software’s products, services, and customer success tools including Gainsight.
  • Develop relationships with the current CSM team, manager, and cross-functional teams, establishing a strong working rapport.
  • Conduct initial assessments of process and performance to identify gaps and areas of improvement.
  • Begin analyzing customer data and feedback to identify trends and opportunities.

By Day 60:

  • Refine and communicate the customer success plan.
  • Implementing quick wins is in progress to enhance customer onboarding and adoption.
  • Demonstrate a clear understanding of key customer accounts and their unique needs.
  • Collaborate with the account management team to understand the renewal process and identify expansion opportunities.

By Day 90:

  • Present a comprehensive plan for customer success improvements and initiatives.
  • Initiatives to enhance customer success and provide measurable results are in progress.
  • Contribute to the development of customer advocacy programs.
  • Lead the CSM team effectively, fostering a culture of customer-centricity and continuous improvement.

WHAT YOU’VE ACCOMPLISHED… SO FAR:

  • You have a stellar track record leading customer success management or equivalent roles. This includes hiring, promoting within your team, developing strong cross-functional partnerships within the business, and performance management experience.
  • You’re maniacally focused on driving customer satisfaction, retention, and growth, with a strong portfolio of achievements. Experience with FP&A or similar analytic software is a strong plus.
  • You have a strong and comprehensive point of view of customer success best practices, methodologies, and tools. Familiarity with leveraging Gainsight is a plus. Other software you might work with include Salesforce, Mixpanel, Zendesk, and GuideCX.
  • You can point to numerous examples of developing and executing customer success strategies, resulting in increased customer adoption and product usage.
  • You have a strong network of top performers. Your experience in team building and leading high-performing teams is anchored on coaching and mentoring team members.
  • Your analytical skills shine. You have a keen ability to use data to inform decision-making, get buy-in from the business, and drive customer success initiatives.
  • You can communicate complex technical concepts to non-technical stakeholders.
  • Your partners in sales and product development team proactively seek out your partnership in customer relationships, internal initiatives, and product roadmap feedback.
  • You are skilled at Excel and/or Google Sheets (it’s the primary tool for our customers and therefore, is required) especially data analysis capabilities such as pivot tables and vlookup formulas.
  • Bachelor’s degree in a related field (MBA or equivalent is a plus).

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. Immigration sponsorship is not available at this time.

The base salary range for this role is $150,183 – 203,189 USD. This role also has a variable tied to it.

Important considerations when reviewing our ranges:

We use a wide variety of market data points to come up with a thoughtful and comprehensive compensation package. Our team considers the following:

  • Your past achievements and scope of ownership/influence that you expressed in your interview process.
  • The stage of our company. We’re early in the growth of our organization, and we place a heavy earnings potential on our equity.
  • Your current location. The fact is, it costs more for the basics in some places than others, and we adjust accordingly for that.
  • These ranges are posted for US employees only.
  • Only base salaries are posted. For commission-based roles, please inquire with your recruiter during your first call.

Why you’ll love it here:

Cube promotes work-life balance by placing value in ownership over hours. We make iterative process changes based on real and measurable metrics. We encourage a culture of clear and effective communication through honest feedback, detailed documentation, and supportive mentorship.

Cube is an equal-opportunity employer. Diversity is what drives our success it’s at the core of how we hire, communicate, and work.

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 contextthere 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.

As a Cuber, you’ll have access to

  • We celebrate Flex Days! We have days built in throughout the year when everyone at Cube takes off to recharge and enjoy a long weekend.
  • Our flexible paid vacation & sick/mental health time guidelines help you get the time/space you need.
  • We provide medical, vision, and dental insurance options with a nationally recognized provider, including FSA/HSA options, and OneMedical membership.
  • You’ll be a part of an earlier-stage, high-growth company where all teammates have an opportunity to learn and grow.
  • We encourage participation in Employee Resource Groups such as our Gender Equity Group and more. You are welcome at our table!
  • We take time to celebrate our accomplishmentsit’s all too easy to forget this when you’re moving fast. We slow down & reflect on our achievements and share those in Slack!
  • 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 offer a 401(k) program for our US employeesyou can start contributing immediately! We’ve partnered with one of the top 401k firms for companies our size. In fact, they’re a customer!
  • You’ll be joining an experienced team of tech startup leaders, who are eager to work with you and provide support and mentorship!